Flight Support Agent

Company DescriptionLuxury Escapes is one of the world's fastest growing travel businesses, reaching up to 7 million subscribers each month with exclusive limited time offers at 'insider' prices.We are a collective of forward-thinking people, driven to challenge the travel industry and ourselves to bring ever better travel experiences to our customer community.Awarded as one of the 'Best Places to Work’ by the AFR; employee experience is king here, with lunches provided 5 days a week, an onsite gym with premium change facilities, weekly events, the opportunity to experience the travel we offer and significant professional development opportunities - we go above and beyond to make every workday something to look forward to!Job DescriptionYou will be responsible for:Respond to internal and external customer flight enquiries, including date changes, schedule changes, name corrections, refunds, cancellations, and airline credits. Meet quality and productivity KPIs in line with business objectives. Process refunds through Sabre and third-party suppliers (consolidators). Issue and reissue e-tickets via Sabre and consolidators. Manage Sabre schedule queues and action schedule changes efficiently. Deliver an exceptional, premium experience to our customers. Resolve customer complaints and issues promptly, or escalate to the appropriate department to ensure timely resolution. QualificationsWhat we are looking for:Proven ability to excel in a high-volume call and email environment. Strong experience with Sabre, including advanced reservations and ticketing. Ability to issue, reissue and refunds complex flight tickets Skilled in constructing round-the-world fares. Background in travel agency or airline customer service and ticketing. Experience with Genesys (calls) and Zendesk (emails) is a plus. Excellent communication, listening, and time management skills. Exceptional attention to detail with strong problem-solving abilities. Self-starter who quickly adapts to new technology and processes. Flexible availability, with the ability to work between 7:00 am and 10:00 pm AEST, Monday to Sunday.Additional InformationWhat's in it for you?First-class health and well-being program, including an onsite gym, yoga, and meditation, with breakfast and catered lunch provided five days a week, plus an exceptional Employee Assistance Program.Fun and flexible working environment – Friday afternoon onsite gatherings (wine included!) and monthly celebrations.Opportunity to experience the travel we sell through famils.A fun, dynamic environment with a collaborative team.Generous staff discount and birthday leave!If you’re interested in the role but don't check every box, apply anyway, we’d love to hear from you!We embrace diversity in our people and make hiring decisions based on your experiences and skills. We do not discriminate based on gender identity, religion, race, national origin, sexual orientation, age, marital status, or disability status. You'll find a collaborative, inclusive, and respectful workplace here at Luxury Escapes, and we are proud to celebrate who you are. Please let us know if you require any reasonable adjustments during the interview.As a 2025 Circle Back Initiative employer, we're committed to responding to every applicant.