Careers at Symbos

At RCL Services, we believe exceptional customer experiences are built through strong relationships, proactive support, and a genuine commitment to helping our clients succeed. As we continue to grow, we are looking for a Sales Enablement Specialist who is passionate about customer engagement, retention, and delivering outstanding service outcomes.

This role is ideal for someone who enjoys working with customers, supporting account management activities, and creating positive experiences that drive long-term loyalty. As a key member of our Operations team, you will play an important role in supporting customer retention, coordinating account activities, resolving customer enquiries, and enabling Account Managers to focus on strategic growth opportunities.

You will support customer retention, account health, and sales effectiveness across a portfolio of high-value and mature accounts while helping to reduce churn risk and improve customer engagement.

• Support the management of a portfolio of high-value, mature, and retention-priority accounts.
• Conduct proactive customer outreach activities including account reviews, re-engagement campaigns, follow-up communications, and retention initiatives.
• Monitor customer engagement levels and identify indicators of churn risk, declining usage, or reduced account activity.
• Escalate identified risks and work collaboratively with Account Managers to implement retention and recovery strategies.
• Maintain regular contact with customers to strengthen relationships and encourage ongoing engagement.
• Provide administrative and coordination support to Account Managers to improve customer service and retention outcomes.
• Manage customer enquiries and coordinate responses with internal stakeholders.
• Assist in resolving customer issues relating to billing enquiries, refund requests, flight changes and cancellations, Travel Bank enquiries, account reporting requests, and open customer support cases.
• Track customer requests through to resolution and ensure timely updates are provided.
• Prepare account information, reports, and customer documentation to support Account Managers.
• Maintain accurate customer account records within relevant systems and databases.
• Process account maintenance requests including company detail updates, administrator changes, ABN updates, and general account administration.
• Support customer loyalty, rewards, and benefits administration activities.
• Ensure customer data is accurate, compliant, and aligned with governance requirements.
• Monitor service requests and support compliance with agreed service level agreements (SLAs).
• Identify recurring customer issues, process gaps, and operational improvement opportunities.
• Contribute to reporting activities and provide insights on customer engagement and retention trends.
• Support continuous improvement initiatives that enhance customer experience and retention outcomes.
• Any other duties and responsibilities assigned.

• Experience within the travel, aviation, loyalty, or customer rewards industry.
• Understanding of customer lifecycle management and churn prevention strategies.
• Experience supporting Account Managers or Sales Teams.
• Experience in customer retention and engagement programs.
• Familiarity with reporting tools, customer analytics, and performance reporting.