Product Support Coordinator - South Bank, QLD

About the Opportunity

As a Product Support Coordinator, you will be responsible for supporting the global leisure procurement teams. This will include managing the day-to-day task of queue management, supplier reporting, system escalations, email management, debt reconciliations and chasing, and contract preparation.

In addition to the day-to-day tasks, you will work with the Support Leaders to find process efficiencies and look at how AI could improve productivity.

What you will be doing:

Reporting & Projects

• Weekly Supplier reporting for Supply Partners
• Working with Contract and Market Managers to generate reports needed both internally and externally
• Manage projects for the Supply Partnerships team
• Utilise AI to provide an analysis of the data to be shared with contracting teams

Salesforce Queue Management

• Manage the Global Procurement queue for such tasks as:
  • Account Admin
  • Finance queries
  • Contract Loading issues
  • Allotment queries
  • Connectivity of hotels
  • Data Maintenance
  • tactical solicitation
  • customer service and general supply queries
• Work with the supply leader to identify opportunities to automate or use Robotic/ AI to improve productivity on some of these queues

Supply Emails & Call Management

• Manage the day-to-day team inbox, proactively replying to suppliers on general queries or escalating to Contract or Market Managers development
• Represent FCTG professionally with suppliers and ensure long-term, mutually beneficial relationships that drive sustainable returns
• Manage general query calls from Supply Partners

Contract Management Support

• Working with internal stakeholders to drive outcomes for connectivity connections, support for HotelBeds, Transfers integration queries, V3 room mapping queries

Third Party Suppliers, Customer Service and Management

• Work with the third-party contracting team to support with account set-up and access management
• Answer and manage booking-related customer service queries, supporting both the contracting team but also HELiO systems support in getting timely replies to issues reducing write-offs

Selling Business Support

• Support general supply queries from global selling businesses
• Support the Groups team for general queries

Debt Collection and Management

• Work with the Support Leader to aid in improved processes to collect aged debt and support Contract Managers with reconciliation and invoicing
• Work with the Supply Leader to identify opportunities to automate
• Use robotics/AI to improve productivity on some of these queues

Titanic Crisis Management Process

• Work with the Contract Managers to proactively manage communication and collation of data related to in-destination crisis management
• Work with Support teams to channel details to align and co-ordinate communication globally

What you will need:

• Minimum 3 years' experience in a product support or supply role within the Travel & Tourism/Hotel industry
• Travel industry/GDS systems knowledge

What you will enjoy:

🙋🏾‍♀️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Ltd 2026

👐🏽 Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minorities and people with disability, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status 

🎉Development: Individualised Learning & Development pathway options

🔧Access to 'LinkedIn Learning' for ongoing skills development: over 24,500 courses in over 20 languages

🏆Exclusive Staff Discounts: Accessible via our employee-only portal with 500+ of Australia’s leading retailers, health and wellness providers, financial planning advice, employee share plan and more

🌏Travel Discounts: Including family and friends - on flights, hotels, tours, cruises, travel insurance and more

💎Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within  

🥦Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym, fitness classes and wellness programs, end-of-trip facilities

🌞Mental Health: Support and Employee Assistance Program for staff and family

🎉Social: Embrace the famous Flight Centre culture at our industry and Reward & Recognition events throughout the year, including our most popular events on the calendar, the Global High Achievers Gathering (Bangkok in 2026) and huge EOFY Celebration 

🙏🏼 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving; volunteering and fundraising; paid parental and volunteer leave

💚Sustainability: The protection of our environment is essential to the future of tourism, so as a leading travel group, we have made efforts to affect and maintain positive change to the environment

Please note: applications can only be considered by candidates who are based, and have the right to work, in Australia without restriction or requiring visa sponsorship.