Contact Centre Coordinator

1 week ago

Melbourne, Victoria, Australia Jetstar Full time

Challenge yourself in a fast-paced
role supporting Jetstar's Contact Centre.
-
Fantastic opportunity to represent the Jetstar Contact Centre as an SME within our head office-based Customer team.
-
Permanent full-time opportunity based in Melbourne.


Join the Jetstar team at a pivotal moment in our history as we embark on a new era of low fares travel.

As we emerge from the pandemic, the outlook for our domestic and international flying is very strong and our teams are excited to welcome our new A321LR Neo's as we continue on our mission to offer all day, every day low fares so more people can fly to more places, more often.

Jetstar thrives on innovation. We're always looking for dynamic and proactive professionals to help our business work smarter and more efficiently. You will be encouraged to think innovatively whilst developing and maintaining best practice.


The
Contact Centre Coordinator is responsible for the day-to-day support of Jetstar's contact centre partners from Jetstar's Customer team headquarters.

They will be responsible for the communication and escalation of issues impacting the contact centre, as well as the facilitation of resolution and implementation of contact centre performance improvement initiatives.

The role will also support the Baggage Services tracing and claims processes within the contact centre by acting as a conduit between Jetstar HQ, airport ground operations and the Jetstar outsourced offshore contact centre to ensure Jetstar provides exceptional customer service in all interactions relating to mishandled baggage.


The coordinator will also act as the main point of contact between the Jetstar Customer Recovery team, Airport Operations teams, Customer team and Jetstar's outsourced contact centre supplier to ensure the smooth communication of issues impacting contact centre operations, especially during high impact flight disruptions.


Please note this role is
not based within the Contact Centre, rather it is a head office-based support role working with our outsourced vendor.

This position will require international travel.

Key responsibilities of this role include:

  • Act as the primary point of escalation to Jetstar for the contact centres and act as an SME for the contact centre.
  • Coordinate and communicate planned outages and system changes on behalf of the contact centre.
  • Conduct regular briefings, stand ups and calibration meetings with the contact centre leadership team including Team Leaders, Operations Managers, Quality Assurance and Training teams.
  • Ensure alignment between Jetstar and the contact centre partners by facilitating regular calibration sessions and spotchecking customer interactions.
  • Represent the contact centre/customer as an SME within various cross functional working groups for projects/issues/initiatives.
  • Manage the endtoend contact centre admin processes to ensure all SLAs are achieved.

To be considered for this role you will have:

  • A commitment to driving continuous improvement and service excellence with similar experience supporting outsourced vendors.
  • Experience in a support role within a contact centre environment such as team leaders, quality assurance officers, trainers and operations managers.
  • High level verbal and written communication skills are essential.
  • Comfortable working with diverse teams across multiple locations and cultures.
  • Effective relationship building/stakeholder management skills.
  • Takes ownership and always acts in a professional manner.
  • Ability to use initiative and judgement to resolve customer issue and demonstrate ownership of issues.
  • Proactive and independent work style with the ability to work without instruction.
  • Intermediate computer proficiency.
  • Strong analytical skills will be highly regarded.
  • Knowledge or experience with Salesforce and/or airline reservation systems such as NewSkies will be highly regarded.

Applications close:
Wednesday 19th April 2023

_ About Jetstar_

  • The Jetstar Group has airlines in Australia, New Zealand, Singapore and Japan. Launch in 2004, we have grown from a team of 700 to 7,600 and have flown more than 250 million passengers. Collectively we now offer more than 5000 flights a week to more than 85 destinations in 17 countries and territories across the Asia Pacific region, with a fleet of more than 130 aircraft.
    _Our Culture_
  • Jetstar is alive with a sense of adventure. Day in and day out, our teams search for new places to fly, new ways to add value and new ideas to improve performance. If you love the road less travelled, you'll love working here because ours is a team who innovate every day, thrive on delivery, support each other and celebrate our successes. You'll be supported to challenge, anticipate and explore while you work will connect people and enrich lives. We encourage diversity and aim to create an environment where our employees feel valued, respected and enabled._
**_
O

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