Customer Services Agent Sales Desk

3 weeks ago

Sydney, Australia Qantas Airways Limited Full time

Together we will make a positive impact on our customers experience- Located at Sydney Airport- ASU level 5

Our customers come first. We’re constantly challenging ourselves to reimagine 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.

Airports are the heart of our operation. It’s here people connect with the spirit of Australia - from the confidence of seeing and interacting with our pilots, crew and ground staff, to the sheer awe that comes from watching our planes take off and land.

This role is responsible for the issue and account of appropriate documents including, but not limited to: International passenger tickets, electronic miscellaneous documents (EMD), excess baggage tickets, flight interruption manifests and meal vouchers.

In addition to reconcile all accountable documents and sales returns and forward to the appropriate centres. Provide excellent service for both customers and corporate clients and initiate and organise delay handling procedures where required. In addition, organising, advising and assisting team members and operational stakeholders at the International Terminal.

This role may also provide first level of team leadership to front line Customer Service Agents at both the Domestic and International Airport Agents.

Key responsibilities:
- Provide excellent service for both customers and corporate clients.- Undertake responsibilities associated with organising, advising and assisting team members and work groups within operational areas, including operational stakeholders- When required initiate and organise delay handling procedures including travel and accommodation, booking transport, issuing denied boarding documents and meal vouchers- Remain fully acquainted with the Qantas product, including developments within tariffs, and a thorough working knowledge of Qantas Sales Desk Customer Service Standards and Procedures- Maintain a thorough working knowledge of security requirements as per Qantas policies and practices- Ensure compliance with security requirements as per Qantas policies, procedures and legislative requirements- Provide professional and quality responses and solutions for customer queries- Provide on the job training and coaching to peers at level 5 or below- Comply with Corporate and Divisional Service Standards- Comply with the Group management system standard and associated policies in the workplace

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