Cabin Baggage Officer and Customer Service Officer

2 weeks ago

Melbourne, Victoria, Australia Qantas Airways Limited Full time
Permanent Part Time Position- Minimum 25 hours per week (potential to work up to 38 hours)- Immediate access to a range of employee benefits, including our free on-site parking and our generous staff travel program


If you've ever thought about a career in aviation — now is the perfect time to take off with Jetstar We are undertaking one of the biggest recruitment campaigns in our 19-year-history.

Join us during an exciting period as we welcome more state-of-the-art aircraft, launch new international routes and continue our mission to help more people take off through low fares.

About the opportunity

Our Airport Services Team comprise of our committed team of Customer Service and Cabin Baggage Officers. Our team are often our first point of contact for our customers.

They are the face of Jetstar and are often our customer's first point of contact and play an integral role in ensuring that our customer experience the Jetstar values through the delivery of exceptional customer service.


Our team at Melbourne Airport are now searching for customer service superstars to join us in the roles of Customer Service Officers and Cabin Baggage Officers.


You will play a critical role in ensuring that our customer's service experience is continually delivered to the highest standard from the moment they check in, until the time they board.

As such, we are searching for highly motivated team players with a customer centric approach to work.

This is a fast paced, sometimes demanding environment, so you'll be expected to thrive under pressure and have the ability to handle several challenges at once.

A great attitude, professional presentation and the experience to handle a busy and dynamic customer service environment will be the key to your success in this role.

The role

Our team members enjoy the flexibility of operating on a rotating roster, including weekends and public holidays.

As a Cabin Baggage Officer (CBO), you will be responsible for:

  • Providing superior service to our customers, including taking a professional approach that upholds the company's service standards and culture
  • Liaising with our passengers at the boarding gate, weighing and measuring cabin baggage and charging applicable fees where required
  • Working as part of a productive pro-active team environment with Airport Management, Customer Service Officers, Cabin Crew and Baggage Handlers to deliver an efficient turnaround at airports
  • Handling cash and/or credit card transactions
  • Discreet, professional handling of customers with excess carry-on baggage
  • Representing the company image through uniform presentation, grooming excellence and customer service delivery
  • Complying with company OHS and regulatory responsibilities and standards
  • Monitoring and operating automated tools and systems, as trained, maintaining and delivering the ground service product to agreed company standards.
As a Customer Service Officer (CSO), you will be responsible for:

  • Providing a high level of customer service at check-in, kiosk or on the concourse as passenger's board flights
  • Service desk duties, including processing bookings, reservations, handling late flights and excess booking payments
  • Baggage service area duties, including handling mishandled baggage and lost property
  • Manual duties including assisting special needs passengers to the gate
  • Maintaining accurate communications between customer service and other Jetstar teams
  • Ensuring aviation safety and security compliance relating to passengers and baggage.
About you

To achieve success in this role, you will bring:

  • A strong working performance history and demonstrated flexibility in your availability
  • A superior safety focus and customer service orientation
  • A high energy, can-do approach coupled with affiliation with the Jetstar Values & Behaviours
  • As the 'face' of Jetstar, an immaculate sense of personal presentation, in line with the highest professional standards of the industry
  • Strong communication coupled with a measured approach to conflict resolution when handling delayed or upset customers
  • Excellent computer and cash handling skills
  • The ability to work on a rotating roster.


What's in it for you- Our team members enjoy access to unlimited heavily discounted fares to destinations all over the world - not only for team members, but for their favourite travel companions too.

Our staff travel benefit includes discounts on airfares, accommodation, car hire and travel insurance for both domestic and international travel.

Discounts can be used within the Jetstar Group airlines, Qantas and other partner airlines.- Access to a range of salary packaging and leave benefits.- As a member of the Qantas Group, you will have the opportunity to build a career across multiple functions, locations and airlines.- Structured programs and resources to support your health and wellbeing and development.

About Jetstar

The Jetstar Group is one of the largest low-cost airline groups in the Asia Paci

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