Customer Service Officer, Canberra

4 weeks ago

Canberra, Australia Qantas Full time

**Company Description**
Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services.
- Challenge yourself in this ever changing, fast paced environment
- Level 6 ASU position
- Permanent full-time opportunity, located at Canberra Airport

At Qantas, we represent Australia to the world. Our diverse country is known for our spirit, mateship, and a can-do attitude.

Our collaborative culture allows us to dream big and deliver successfully, knowing we’re supported by the best people. Together we drive positive business outcomes, taking a considered approach that makes a difference to our customer experience.

As a **Customer Service Officer** no two days are the same. The only guarantee is that you’ll explore what’s possible, be challenged, solve problems, and make a difference. With a strong and resilient attitude, you’ll be surprised at what you’re able to achieve - and how you can play a key role in the experience our customers have.

**You will**:

- Provide leadership for other team members and ensure maintenance of Customer Service standards on a shift basis.
- Assume coordination function during disruptions of client airline and Qantas services and assist other team members in resolution of problems beyond their level of expertise and ensuring on time performance
- Manage flight closures and on-load standby passengers and staff using international client airlines' departure control systems.
- Coordinate delay and disruption procedures, including travel and accommodation, with partner areas.
- Maintain a thorough knowledge of relevant systems, policies, and procedures for Qantas and client airlines.
- Contribute to service excellence and continuous improvement initiatives.
- Ensure compliance with Corporate and Divisional Service Standards, Aviation Safety and Security regulations, and the Group management system standard in the workplace.

**You’ll have**:

- Ability to work a 7-day rotational shift roster covering a range of hours
- A passion for customer service with a proactive 'can do' attitude
- A proven ability to manage and diffuse difficult situations
- Well-developed problem-solving skills and able to follow through to resolution
- A strong communicator, and listener
- Ability to work both in a team environment and independently
- The ability to work under pressure to meet tight deadlines, whilst multitasking everchanging demands in a fast paced operational environment
- Compassion and empathy for Customers requiring extra assistance

**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 1 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 and the option to purchase additional paid leave 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.

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