Customer Journey Officer

5 days ago

Sydney, Australia Qantas Airways Limited Full time

Take an opportunity to grow and diversify your career in our Customer Experience Team
- Together we’ll achieve a positive customer journey and customer experience
- Permanent Part time - 24x7 rotating roster

At Qantas, we represent Australia to the world. Our diverse country is known for its unique spirit, mateship, and a can-do attitude. Together we’re strong and resilient, and we work hard to make sure we’re always at our best.

Together we’ll show you it’s possible to make an impact, and to never underestimate what you’re capable of achieving. As the Customer Journey Officer, you’re responsible for implementing changes to customer itineraries as a result of schedule disruptions within 72 hours from departure for both domestic and international operations. You will coordinate communication with customers to ensure they are aware of the impacts of disruptions to travel and understand where and how to get further information from Qantas. You will action bookings for other airlines when those airlines experience disruptions along with ensuring airports and contact centres are aware of the recovery plans in relation to the disruptions.

You’ll have
- Effective and supportive team member demonstrating a flexible, positive approach and high standard of self motivation
- Proven experience and understanding of Qantas operations, policy and procedures and a commitment to delivering Qantas services in accordance with specifications and guidelines as required
- Excellent communication skills (oral & Written)
- Proven influencing and negotiating skills
- Proven problem solving skills with the ability to identify and pro-actively resolve issues and make decisions
- Excellent interpersonal skills with a demonstrated ability to deal with external and internal customers tactfully and professionally
- Strong time management skills with the ability to coordinate multiple priorities
- High level of computer literacy
- Exceptional attention to detail and a positive approach to all aspects of the role
- Knowledge of Qantas core operating systems including Aqire, reservations and Customer Management is highly desirable

Why Qantas?

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us - so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day one with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.

We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.

We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees.

We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.

We’ll support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan.

Applications close Wednesday 10th April, 2024

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