QAntas Lounges Agent

2 weeks ago

Perth, Australia Qantas Airways Limited Full time

Qantas Lounge Agent ASU Level 4
- Permanent Part-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 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
- Developing a positive relationship with Qantas premium customers and interface directly with them to manage their requirements throughout their Qantas Lounge and Airport experience
- Providing 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 internal and external stakeholders, Lounge teams, Lounge Suppliers and Client Airlines
- Ensure a flexible and proactive team approach to meet and exceed customer expectations to secure loyalty
- 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/downgrades, flight transfers, Frequent Flyer account management
- Assist with the day-to-day operation of the Chairman’s Lounge, Business Lounge, International Lounge and Qantas Club, including domestic and international 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
- Represent Qantas Lounges with a high standard of personal presentation and an impeccable personal brand
- Reliable and consistent on time performance, attendance and team contribution

You’ll have
- Exceptional face to face customer service skills acquired form a premium service environment
- Ability to complete duties independently and work with a cohesive, dedicated 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 and processes
- Demonstrated understanding of customer recovery and de-escalation techniques
- Thorough working knowledge of systems, policies and procedures relevant to Qantas and client airlines
- Solid working knowledge of Altea Customer Management System and Microsoft office Suite including Word and PowerPoint
- Ability to work a 7 day rotational roster
- 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.

Experience, hard work and inclusiveness are valued in our people. Put together, these will help you earn opportunities to do more.

If you’re ready to be a part of a dedicated, tight-knit team, step into a culture that will challenge and excite you and meet the above requirements then we want you to register your interest.

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