Job Title

The Globus family of brands (Gfob) started with a rowboat in Switzerland, transporting visitors across Lake Lugano. Now, 97 years later, we are one of the world''s leading travel companies. We pride ourselves on providing luxurious and unparalleled holiday experiences to travellers searching for deeper connections and enriching experiences. With a range of escorted coach tours, independent city stays, and deluxe river cruising, we cater for all travellers and travel styles. About the Role Based in our Sydney head office, the Head of Customer Services Asia Pacific provides strategic leadership across Agency Sales, Group Sales, Guest Services, and Specialty Markets. Success in this position requires strong stakeholder management, collaboration with global teams in various locations, achieving customer service and sales goals, and working collaboratively with the Asia Pacific Leadership Team. Key Responsibilities Deliver exceptional customer experiences while driving operational excellence and ensuring alignment with overall business objectives. Lead the call centre operations, ensuring exceptional service across travel agent bookings, group sales, guest services, and specialty markets. Provide support and mentoring to call centre operations managers to build leadership capability, enhance team performance, morale, and ensure consistent operational standards are applied across Australia and New Zealand. Drive employee engagement, evidenced by team retention, happiness score rating, and the successful implementation of incentives. Build strong relationships with internal and external stakeholders, collaborating across multiple locations and working in unison with global teams to ensure seamless service delivery and alignment on processes and standards. Manage day to day performance, workforce planning, and resource allocation to ensure team adherence to KPIs. Provide management and team performance reports on key productivity and service measures including phone calls, emails, online bookings, overall sales, and other reports as required. Champion customer experience initiatives to enhance customer satisfaction, resolve escalations, and maintain high service quality. Key Criteria Minimum 5 years experience in a customer service management/leadership role, in Travel and Tourism industry. Strong and demonstrable experience in a leadership role, with success in leading, motivating, and engaging with high performing teams. Sound knowledge of the Travel Industry and its distribution systems. Proficient in Microsoft Suite, and the ability to quickly acquire a comprehensive knowledge of internal sales and reservations system. Results orientated with the ability to perform under consistent pressure to meet deadlines. Ability to quickly analyse complex issues and information. Australian/New Zealand citizen or Australian permanent residents only. Benefits of working with us Discounted travel across all Gfob products. Access to exclusive employee discounts - movie tickets, consumer goods, plus much more Paid birthday leave and wellness days. Free access to Employee Assistance Program. Loyalty and milestone rewards including a free cruise Centrally-located modern office with end-of-trip facilities. Regular staff social events. Opportunity to work for a leading global touring and river company. Only shortlisted candidates will be contact. Interviews will happen in the New Year. #J-18808-Ljbffr