Customer Advocacy Consultant
About Us
Founded in the Queensland outback in 1920, Qantas has grown to be Australia's largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group's main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services.
About Us
Founded in the Queensland outback in 1920, Qantas has grown to be Australia's largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group's main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services.
Job Description
* Take an opportunity to grow and diversify your career.
* Challenge yourself to handle and resolve escalated complaints within our Customer Advocacy team.
* 12 month fixed term contract
At Qantas, we represent Australia to the world. Our diverse country is known for its unique spirit, mateship, and a can-do attitude. Together we're strong and resilient, and we work hard to make sure we're always at our best. The Customer Advocacy Consultant role aligns to the Remediation pillar of Customer Advocacy and is responsible for handling and resolving escalated customer complaints received via internal and external sources. Specialising in case management and bringing a passion for solving customer pain points, the Customer Advocacy Consultant will focus on handling, investigating and resolving customer cases and will be motivated to collaborate with business units to find longer term solutions to systemic issues. You'll Have
* Extensive experience in managing escalated and/or complex, high profile and sensitive customer cases in a timely and professional manner in an airline environment.
* Extensive experience in baggage operations in an airline environment.
* Sound knowledge of regulatory frameworks, such as the Office of Fair Trading and Consumer Affairs.
* Strong communication techniques to effectively manage customer feedback on behalf of Qantas in a manner which will retain the customer loyalty to Qantas. Effective relationship management with Qantas customers and internal and external stakeholders.
* A high level of business/industry/company knowledge and ability to apply business and commercial acumen to customer responses.
* A high level of emotional awareness and a desire to deal with sensitive information to help resolve customer issues.
* The ability to manage multiple priorities and adjust your workload as necessary. Experience with ticketing or reservations is desirable.
* Demonstrated attention to detail in written and verbal communications.
Why Qantas? You'll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully. There are many different opportunities across our team, which means you'll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You'll be supported from day 1 with on-the-job training and coaching as well as our formal training opportunities. While you may start in this role, we've got a great track record of supporting our people to take their career in so many different directions, the destinations are endless. The Qantas employee benefits program offers amazing benefits that extend well beyond travel.
* We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
* We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees.
* We'll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.
* We'll support your wellbeing: Whether it's learning to better support your own and others' mental health, our interactive wellbeing app or your very own tailored nutrition plan.
Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. By coming to work for us, you'll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation. If you're ready for a culture that will challenge and excite you, submit an application today! Applications Close: Sunday 15th June Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorshipSeniority level
* Seniority levelEntry level
Employment type
* Employment typeFull-time
Job function
* Job functionCustomer Service
* IndustriesAirlines and Aviation
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