Customer Service Attendant - Tour Operations

About the Role

The Customer Service Attendant (CSA) is a key member of the Wilsons Promontory Cruises Operation and fulfils a range of duties to enhance the end-to-end customer experience including handling customer enquiries, booking tours, and providing information about add-on services. The CSA will work in partnership with the Operations Manager and Customer Service Team Leader to ensure customer protective equipment is stored, maintained, and cleaned, fit for each tour. The CSA's responsibilities include booking tours, processing ticket sales, cash handling, receiving, and processing customer payments, handling phone/email enquiries, directing and guiding customers, preparing them for tours and assisting with any special needs.

Key Responsibilities

• Process ticket and retail sales over the phone, via email and face-to-face
• Handle phone/email/face-to-face enquiries with a focus on tour and product upselling
• Contact guests to communicate tour changes/cancellations, process refunds
• Receive and process customer payments
• Perform daily cash reconciliations
• Greet and welcome guests and communicate tour itineraries
• Guide guests and prepare them for tours
• Maintain the office in a clean, neat, and tidy state
• Conduct traffic control duties in public areas, guiding customers to and from tours
• Cleaning and maintenance of depot, vessels, office, bathrooms, and rented spaces.

About You

We’re looking for someone with:

• a love of nature
• previous customer service experience
• a passion for the tourism industry
• strong Microsoft 365 abilities.

Working knowledge of booking systems is highly desirable, but if you are the right fit and don't have this experience, we'll teach you all you need to know.

About Us

Wanderer Adventures at Wilsons Promontory operates in one of Australia's most pristine and iconic natural environments, delivering premium nature-based experiences that connect visitors to the coastline, wildlife, and landscapes of the Prom. Through a combination of Tour Operations and a General Store/Hospitality offering, we provide essential services and memorable experiences to a diverse mix of day visitors, campers, and tourists. Wanderer Adventures is part of the Searoad Ferries group of companies, a leading Victorian tourism network employing more than 250 people and welcoming around one million customers annually.

What we offer:

• Incredible Group Discounts: Enjoy generous staff savings across our retail, dining, hospitality, and tour offerings, plus free travel on our iconic ferries.
• Regular Team Events: Connect and unwind with your colleagues through regular team gatherings, social events, and fun activities.
• Uniforms Provided: Look the part with uniforms supplied for all customer-facing and sea-going roles.
• Wellbeing Support: Access confidential, round-the-clock professional support through our 24/7 Employee Assistance Program (EAP).

How to Apply

All applications are via Seek. Include a covering letter telling us about you, and why you would be a great fit for the position. You must include a resume detailing your skills and experience.

Before applying please note:

• visit wandereradventures.com.au to find out more about us and to obtain a copy of the position description
• availability during the festive season, school holidays, weekends, and public holidays is essential
• you must have Australian work rights.

*No agencies please.