This is a frontline customer support role, working within established systems, processes, and escalation pathways. You'll handle a high volume of customer enquiries during peak season- including booking changes, technical disruption impacts, and service issues, first point of escalations- ensuring every customer feels heard, valued, and supported. You'll work closely with the Customer Support Manager and your fellow team members, and partner with Operations, Technology, and Marketing and Offshore team where needed to resolve issues and maintain trust with families and clients.
Key responsibilities
Respond to customer enquiries across phone, email, social media, and online channels
You will be the first point of escalation
Handle bookings, booking changes, and general enquiries efficiently and accurately
Resolve customer issues with care, empathy, and professionalism, across multiple channels- including phone and email
Maintain clear, friendly, and on-brand communication in every interaction
Meet response time and service standards during peak periods
Manage day-to-day customer issues and resolve where possible
Managing escalation of complex or sensitive cases
Flag technical disruption impacts or site issues through agreed channels




Maintain accurate records of customer interactions
Monitor and action customer feedback, complaint themes, and enquiry drivers
About you
Calm and confident under pressure, with the ability to manage a high volume of enquiries
Clear, empathetic communicator across phone and written channels
Strong attention to detail when managing bookings and customer records
Comfortable learning new systems and following established processes
Reliable, adaptable, and willing to support the team during busy periods
Available to work a rotating roster, including weekends, public holidays, and the Christmas peak period
What we offer
A competitive hourly rate, including weekend and public holiday rates
The prospect to work with a business that creates Magical Memories for Families all around the country
Paid training and ongoing support from an experienced Customer Support Manager
A supportive, collaborative team environment
Opportunities to pick up additional shifts during peak periods
Social events, such as international food day, afterwork drinks, and more...
Close to public transport
Collaborative team – Work within a fantastic 'people first' culture
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📌 Customer Care Consultant (Sydney)
🏢 Scene to Believe
📍 Sydney