Community Management Coordinator, Social Media

6 months ago

Melbourne, Australia Qantas Airways Limited Full time

Play an active role in the Jetstar Customer Team
- Exciting opportunity to engage with our customers on Social Media
- 12M Fixed-term opportunity based at our head office in Collingwood

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.

The Community Management Coordinator, Social Media is responsible for providing outstanding customer service on Social Media by effectively resolving customer feedback and driving both positive engagement and sales revenue. The Community Management Coordinator will also conduct regular quality assurance checks on the offshore team and assist with ongoing reporting. The role will also assist with testing any changes in technology/process before offshoring.

Your main accountabilities will include:

- Respond to social media posts to reinforce Jetstar brand values, strengthen relationships with Jetstar, and maintain customer loyalty by identifying the problem, investigating the issues and evaluating possible solutions to determine the best course of action
- Create a dialogue with our customers that helps to increase engagement across our social media channels and incites positivity within our communities
- Ensure that Jetstar’s humorous tone of voice on social media is carried through into our comments section
- Find proactive opportunities to engage with other brands, influencers and creators to extend Jetstar’s reach across social media channels.
- Prepare regular briefings for our offshore team for any upcoming sale activity, route launches and updates to internal procedures
- Ensure first contact resolution is achieved in every customer interaction
- Drive sales through engaging comments on social media posts, identify opportunities to improve the process and sale opportunities
- Evaluate when a situation requires management involvement because of commercial or public sensitivity, and act accordingly to resolve with the team leaders assistance
- Identify any trends and communicate insights to Team Leader
- Support any new technology builds (Whatsapp, Instagram, TikTok etc) into social platform - with testing.
- Daily Reporting and analysing of social media and live messenger metrics.
- Identifying trends and implementing change when needed across SM platforms through training document
- Recognising agent opportunity and risk through individual reporting and quality assurance
- Conduct regular Calibration meetings in collaboration with the Team Leader, including various stakeholders from within the business
- Thorough community engagement across multiple social media platforms.
- Liaise with our Corporate Communication and Marketing teams during significant events. As well as collaborate on content creation
- Effectively monitor social communities and manage public interactions

To be successful in this role, you will demonstrate the following skills & experience:

- Minimum 12 months’ experience in a social media role
- Experience with coaching towards agreed KPIs and behaviours preferred
- Experience with Salesforce, Navitaire’s reservation system New Skies® an advantage
- Passion for Customer Service
- Outstanding clear communication skills, both written and verbal
- Team player
- Ability to output large quantities of work to meet team and individual KPIs
- Self-starter with strong focus on achieving results and problem solving
- About Us_
- The Jetstar Group has airlines in Australia, New Zealand, Singapore, Japan. Since launch in 2004, we have grown from a team of 700 to 7,000 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._
- Our Benefits_
- Team members have access to 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

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