Location: Level 9, 45 Clarence Street, Sydney, NSW, 2000, Australia
Employment type: Permanent, full-time
Work model: Hybrid — three days per week in the office, with the specific days determined by the manager and team

At Navan, our mission is to power the in-person connections that move people, ideas and businesses forward. We help travellers focus on being there, not getting there, and our Travel team is central to this mission.

As a member of our growing Travel Experience team, you will directly support our users’ business travel needs. As an owner of customer satisfaction, you will solve issues, communicate effectively and collaborate with internal teams to remove barriers for travellers, all while delivering a best-in-class customer experience.

As part of the front line of our business, you will also have a unique opportunity to share regular feedback with our product, design and engineering teams as they continually improve our customer-facing and internal platforms. This is an exciting role in which you will directly influence our day-to-day operations, traveller experience and product development.

What You’ll Do

• Assist travellers with best-in-class support across chat, phone and email.
• Provide accurate information and support for air, rail, hotel and car bookings.
• Quickly assess customer needs, traveller profiles and the urgency of each request.
• Maintain strong knowledge of suppliers, destinations, booking systems and industry practices.
• Help users navigate the Navan platform and app, encouraging self-service where appropriate.
• Respond to customer enquiries in line with service-level expectations and requirements.
• Follow company and customer travel and expense policies, as well as applicable global compliance procedures.
• Provide stakeholders with regular feedback on goals and the performance of key operating processes.
• Participate in team meetings and remain informed about product launches, supplier updates and industry developments.
• Continue building your travel-industry expertise and help set the standard for best-in-class travel support.
• Complete all required training and comply with attendance expectations.
• Meet individual performance measures that support team and company objectives.
• Collaborate with colleagues and cross-functional teams to identify recurring traveller issues and improve the overall customer experience.

What We’re Looking For

• At least three years of experience in a corporate travel management company or business travel consultant role, covering air, rail, hotel and car products.
• At least two years of experience using a Global Distribution System such as Sabre, Amadeus or Galileo, with proficiency at an intermediate level or above.
• Customer service experience gained in a contact centre or another customer-facing environment.
• Confidence using workplace and customer service technology. Experience with Gmail, Zendesk, Slack and Salesforce is advantageous.
• The ability to manage multiple tasks and resolve urgent customer matters quickly and efficiently.
• An empathetic and composed approach, with the ability to remain professional in challenging situations.
• Strong independent problem-solving skills and the ability to use available resources to resolve customer enquiries.
• Excellent written and verbal communication skills.
• A collaborative mindset and a willingness to give and receive constructive feedback.
• A genuine interest in travel and a sound understanding of world geography.
• The ability to work effectively in a hybrid environment, including three days per week at Navan’s Sydney office, with office days agreed by the manager and team.