Teams at Railbookers Group

Manages product operations across supplier integrations, booking and delivery processes, product launches, vendor certification, business testing, reporting, training, and continuous improvement. Partners with Product, Engineering, Operations, Customer Success, and external vendors to validate integrations, resolve issues, mitigate risks, and ensure operational readiness. Uses data and stakeholder feedback to improve product performance and customer experience.

Provides front-line support for existing rail vacation reservations through phone, email, and web channels. Handles itinerary changes, cancellations, ticketing, payments, refunds, billing inquiries, complaints, and in-travel issues. Coordinates with internal teams and external travel partners, documents interactions in CRM, communicates disruptions and alternatives, and maintains travel product knowledge. The role requires strong communication, problem-solving, organization, empathy, adaptability, and availability for varied shifts in a remote Australian work environment.

Convert inbound and outbound inquiries into customized rail vacation bookings while supporting existing reservations. Qualify customer needs, present pricing and upsells, process payments and refunds, resolve service issues, manage itinerary changes, and document interactions in the CRM. Collaborate with internal teams and travel partners, maintain destination and product expertise, and consistently meet sales, service, and performance targets in a remote contact center environment.