QAntas Club Lounge Agent

4 weeks ago

Perth, Australia Qantas Airways Limited Full time

**Job Description**:
- Qantas Club Agent Level 4-
- Permanent Full-Time Role-
- Based at Perth Airport- Together we will achieve a seamless customer experience.
- Our customers come first. We’re constantly challenging ourselves to re-imagine our customer experience, and work hard to connect and build trust. Ultimately, our service should make people feel at home no matter where they are.
- We won’t settle for anything less than the best outcome. We’re a high performing team, and we each have the opportunity to add value and make an impact on the business.
- As a Qantas Club Lounge Agent you will provide a personalised, premium service to Qantas Premium Customers (including Business Class/Chairman's Lounge, Qantas Club and Frequent Flyer members and major Corporate Accounts) ensuring effective delivery and movement at the airport which ultimately fosters an exceptional and individual Qantas experience.

Key responsibilities may include
- Develop a positive relationship with Qantas premium customers and interface directly with them to manage their requirements throughout their Qantas Lounge and Airport experience- Provides a high level of customer service in a friendly, efficient and professional manner to achieve Qantas customer service standards. On a shift basis demonstrate team work to provide premium customer service delivery and operational procedures including Lounge presentation, contributing to the achievement of monthly KPI and on-time performance targets.- Liaise and communicate effectively with customers, key stakeholders, Lounge teams, Lounge Suppliers, Client Airlines and Qantas Ground Handling- Ensure a flexible and proactive team approach to meet customer expectations to secure loyalty to Qantas- Facilitate and communicate customer service recovery techniques and skills to resolve difficult situations and ensure a smooth travel experience for the premium customer- Demonstrate excellent disruption management skills and delivery where things might not go to plan in accordance with the Qantas Customer Charter- Lounge Reception Desk duties; including but not limited to assisting passengers in delayed or disrupted flights, flight upgrades and standby processes- Thorough working knowledge of Altea Customer management system- Maintain a thorough working knowledge of systems, policies and procedures relevant to Qantas and client airlines.- Assist with the day-to-day operation of the Chairman’s Lounge, Business Lounge and Qantas Club, including check-in and service disruption- Maintain ongoing business relationships with Qantas Club and Lounge Loyalty customers- Enhance the experience of our premium customers through the Monitoring of Lounge entry according to policy requirements..- Act as a source of knowledge for our customers around Frequent Flyer and Qantas Club membership- Comply with Aviation Safety and Security regulations- Comply with Corporate and Divisional Service Standards- Comply with the Group management system standard and associated policies in the workplace- Represents Qantas with a high standard of personal presentation- Demonstrates excellent personal on time performance and attendance

You’ll have
- Exceptional face to face customer service skills- Ability to be flexible and work with a cohesive Domestic Lounge Team- Ability to take ownership of complex problems and see through to completion- Strong written and verbal communication skills within a high volume, fast paced and demanding environment- Previous Airline, Lounge and airport systems/processes is advantageous Demonstrated understanding of customer recovery techniques- Ability to work a 7 day rotational roster- Experience, hard work and inclusiveness are valued in our people. Put together, these will help you earn opportunities to do more.- Understanding of the Aviation Legislation requirements as they pertain to Qantas and the ability to ensure implementation of the robust corporate processes and procedures to ensure Airport compliance.- Willing to be trained in all aspects of operational, safety, security, dangerous goods and emergency policies and procedures as outlined in various operational manuals.- A service professional with a demonstrated depth of experience, understanding and commitment to delivering Qantas service in accordance to the specifications of the Airport Service Guide.

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