Contact Centre Coordinator

1 month ago


Melbourne, Australia Jetstar Full time

**Challenge yourself in a fast-paced role supporting Jetstar’s contact centre.**:

- ** Fantastic opportunity to represent the Jetstar Contact Centre as an SME.**:

- ** Permanent full-time opportunity based in Melbourne.**

Join the Jetstar team at a pivotal moment in our history as we embark on a new era of low fares travel. As we emerge from the pandemic, the outlook for our domestic and international flying is very strong and our teams are excited to welcome our new A321LR Neo’s as we continue on our mission to offer all day, every day low fares so more people can fly to more places, more often.

Jetstar thrives on innovation. We're always looking for dynamic and proactive professionals to help our business work smarter and more efficiently. You will be encouraged to think innovatively whilst developing and maintaining best practice.

The **Contact Centre Coordinator** role will be responsible for the communication and escalation of call centre issues, facilitation of resolution and implementation of Contact Centre performance improvement initiatives. The role will also support the Baggage Services tracing and claims processes within the contact centre by acting as a conduit between Jetstar HQ, airport ground operations and the Jetstar outsourced offshore contact centre to ensure Jetstar provides exceptional customer service in all interactions relating to mishandled baggage.

The Coordinator will also act as the main point of contact between the Jetstar Customer Recovery team, Airport Operations teams, Customer team and Jetstar’s outsourced offshore contact centre supplier to ensure the smooth communication of issues impacting contact centre operations, especially during high impact flight disruptions.

This position will require international travel.

**Key responsibilities of this role include**:

- Act as the primary point of escalation to Jetstar for the contact centres and act as an SME for the contact centre.
- Coordinate and communicate planned outages and system changes on behalf of the contact centre.
- Conduct regular briefings, stand ups and calibration meetings with the contact centre leadership team including Team Leaders, Operations Managers, Quality Assurance and Training teams.
- Ensure alignment between Jetstar and the contact centre partners by facilitating regular calibration sessions and spot-checking customer interactions.
- Represent the contact centre/customer as an SME within various cross functional working groups for projects/issues/initiatives.
- Manage the end-to-end contact centre admin processes to ensure all SLAs are achieved.

**To be considered for this role you will have**:

- A commitment to exceptional Customer Service with experience in a customer role.
- High level verbal and written communication skills are essential.
- Comfortable working with diverse teams across multiple locations and cultures.
- Effective relationship building/stakeholder management skills.
- Takes ownership and always acts in a professional manner.
- Ability to use initiative and judgement to resolve customer issue and demonstrates ownership of issues.
- Proactive work style with the ability to work without instruction.
- Intermediate computer proficiency.
- Strong analytical skills will be highly regarded.
- Knowledge or experience with Salesforce and/or airline reservation systems such as NewSkies will be highly regarded.

Collectively the Jetstar Group offers more than 5,000 (pre-COVID) flights a week to 58 destinations in 18 countries and territories across the Asia Pacific region. The Group operates a fleet of more than 90 aircraft, including Airbus A320-200, Airbus A321 and Boeing 787-8. Jetstar's mission is to offer all day, every day low fares to enable more people to fly to more places, more often.

**Applications close: Wednesday 8th February 2023
**R86767



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