Sme Reservation Desktop

7 months ago

Sydney, Australia Qantas Airways Limited Full time

Challenge yourself to build game-changing, world-class service experiences for Qantas customers and our consultants.
- Opportunity to facilitate driving customer and business problems into solutions; collaborate with stakeholders and Contact Centres to enhance customer and consultant experiences.
- Full-time permanent position, that can be based in our offices in Sydney or Hobart

We’ve always been pioneers, and we’re proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today. Our corporate functions include Corporate Affairs, Public Company, Legal, Finance, Treasury, Industrial Relations, IT, Sustainability, People and Customer, supporting the CEO in making Qantas a market leading, global organisation.

As the Subject Matter Expert (SME) - Reservation Desktop, you will play a crucial role in guiding the development of the reservation desktop used by our Contact Centres. As the SME, you will be the conduit between key stakeholders and the team articulating the needs of our business and consultants into the team and continuously engaging and keeping our stakeholders informed of inflight work and any upcoming changes. Leveraging your in-depth knowledge of Contact Centre operations, customer interaction processes, and consultant workflows, you will collaborate with various team members to clarify requirements, provide expert guidance in planning, design, and development, and ensures alignment with industry standards and regulations. Also as part of this role, you will use your expertise to aid in identifying and mitigating risks, validating, and testing the product, and fostering knowledge sharing within the team.

This role will focus on enhancing customer satisfaction and consultant efficiency, ensuring the delivered product meets the specific demands and expectations of the Contact Centre business. Assuring a connected and consistent experience for customers and our consultants.

You’ll have:

- 3+ years’ experience within Contact Centre Operations
- 2+ years’ experience in projects, capability development, or training / change management within a Contact Centre environment
- Tertiary qualifications in Business or related discipline, and/or equivalent experience
- Focus on enhancing customer satisfaction through a deep understanding of customer needs and expectations.
- Utilise solid Domain platform understanding or technical skills and experience and in
- depth understanding of Contact Centre operations, technologies, customer interactions, agent workflows, and related industry standards and regulations.
- Ability to identify, engage, and influence stakeholders, including customers, agents, and management, to ensure alignment between product development and business needs.
- Experience in Airline or Travel industry preferred, with Amadeus Airline Technology experience (ARDWeb) and added advantage.
- Strong ability to work closely with stakeholders and work within cross-functional teams, fostering a collaborative environment.
- Excellent verbal and written communication skills to clearly convey complex information to both technical and non-technical audiences.
- Capacity to identify and solve complex problems related to both the customer and operational aspects of the product and the commercial requirements of the contact centre environment.
- Ability to navigate conflicts between stakeholders or within the team and find balanced solutions.
- Commitment to staying up to date with new technologies, industry trends, and best practices in the Contact Centre domain.
- Why Qantas?_
- You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully._
- 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

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