Senior Customer Advocate

3 weeks ago

Melbourne, Victoria, Australia Jetstar Full time

Job Title: Senior Customer Advocate

Job Summary:

We are seeking a highly skilled Senior Customer Advocate to join our team at Jetstar. As a Senior Customer Advocate, you will be responsible for managing and resolving escalated complaint cases, some of which pose a major brand risk. You will work with internal stakeholders and use internal systems to investigate complaints and determine the right course of action.

Main Accountabilities:

  • Applying appropriate judgement and sensitivity to highly escalated cases to ensure a positive outcome is achieved, while factoring cost and risk/liability.
  • Resolving escalated complaints within timeframes set out in KPIs and in alignment with Jetstar's policies and procedures.
  • Collaborating with internal departments to ensure timely outcome on cases as well as identifying trends and opportunities for business improvement.
  • Proactively contacting customers on the phone and in writing to seek information, negotiate resolutions and advise of case outcomes.
  • Preparing document submissions in advance of tribunal hearings (with the support of our legal team).
  • Representing Jetstar autonomously at certain proceedings.

About the Role:

This is a permanent opportunity located in our Collingwood head office in Melbourne. As a Senior Customer Advocate, you will have the opportunity to drive initiatives that achieve customer resolution within our Customer Advocacy Unit. You will also have the chance to work with a dynamic and proactive team that thrives on innovation.

Requirements:

  • 2-3 years experience in complaints resolution
  • High level verbal and written communication skills, and the ability to adapt your communication style as appropriate
  • High levels of empathy
  • Resilience and accountability
  • Experience with document preparation would be highly regarded
  • The ability to multitask and prioritise
  • Eagerness to contribute to the success of a team

About Jetstar:

Jetstar is an airline that operates in the Asia Pacific region. We have a fleet of over 130 aircraft and offer more than 5,000 flights a week to over 85 destinations in 17 countries and territories. Our culture is alive with a sense of adventure and we are always looking for dynamic and proactive professionals to help our business work smarter and more efficiently.

Benefits:

Team members have access to heavily discounted fares to destinations all over the world. Our staff travel benefit includes discounts on airfares, accommodation, car hire and travel insurance for both domestic and international travel. Discounts can be used within the Jetstar Group airlines, Qantas and other partner airlines.

Equal Opportunities Employer:

Jetstar is an equal opportunity employer and encourages diversity and inclusion. We welcome applications from people of all backgrounds and encourage Aboriginal and Torres Strait Islander people to apply. If you have any support or accessibility requirements, we encourage you to advise us at time of application.

  • Customer Success Advocate

    2 days ago

    Melbourne, Victoria, Australia Xplor Full time

    About This OpportunityXplor is seeking a skilled Customer Success Advocate to join our Melbourne-based team. As a key member of our Customer Success team, you will play a critical role in ensuring our customers achieve success with our platform.Key ResponsibilitiesProvide exceptional customer support and guidance on the effective use of our platform to...

  • Customer Success Advocate

    2 weeks ago

    Melbourne, Victoria, Australia Square (Block) Full time

    About the RoleWe are seeking a highly skilled Customer Success Advocate to join our team at Square (Block). As a key member of our Customer Success team, you will be responsible for providing exceptional support to our sellers, helping them to get the most out of our products and services.Key ResponsibilitiesEngage with Square sellers to understand their...

  • Customer Success Advocate

    4 weeks ago

    Melbourne, Victoria, Australia Square (Block) Full time

    About Square (Block)Square (Block) is a leading company in AU, known for its innovative approach to commerce. With a strong focus on technology and customer satisfaction, they offer a range of solutions to help businesses grow and succeed.Job DescriptionWe are seeking a Customer Success Advocate to join our team in Australia. As a key member of our Customer...

  • Customer Success Advocate

    6 days ago

    Melbourne, Victoria, Australia CreditorWatch Full time

    Customer Success Role OverviewWe are seeking a highly skilled CUSTOMER SUCCESS ADVOCATE to join our team at CreditorWatch. As a key member of our Customer Experience Group, you will play a vital role in delivering exceptional customer experiences across our product suite.Your primary responsibility will be to identify, support, and deliver engaging customer...

  • Customer Success Advocate

    1 week ago

    Melbourne, Victoria, Australia Xplor Education Full time

    About the OpportunityXplor Education is seeking a Customer Success Advocate to join our Melbourne team. As a key member of our customer-facing team, you will play a critical role in ensuring our customers achieve success through the use of our platform.Key ResponsibilitiesProviding proactive support to customers across the Office platformAssigning tickets...

  • Customer Success Advocate

    4 weeks ago

    Melbourne, Victoria, Australia Square (Block) Full time

    About the RoleThis is a Customer Success Advocate role with Square (Block), one of the leading companies in Australia. As a key member of the Customer Success team, you will work closely with Square sellers to resolve issues, demonstrate product capabilities, and provide feedback to improve Square's products.Key ResponsibilitiesEngage with Square sellers...

  • Customer Experience Advocate

    3 weeks ago

    Melbourne, Victoria, Australia Alinta Energy Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Advocate to join our team at Alinta Energy. As a key member of our customer support team, you will play a critical role in ensuring operational compliance with energy regulations across the business and representing Alinta Energy to Ombudsman offices and external bodies.Key...

  • Strategic Customer Advocate

    10 hours ago

    Melbourne, Victoria, Australia Neota Full time

    We are seeking a proactive and customer-focused professional to join our growing team at Neota.As a key player in our organization, you will be responsible for ensuring the success and satisfaction of our valued clients.The ideal candidate will have a passion for building strong customer relationships and driving business growth.Responsibilities:•...

  • Customer Success Advocate

    4 weeks ago

    Melbourne, Victoria, Australia Maersk Full time

    About the RoleMaersk is a global leader in integrated logistics, and we're seeking a Customer Success Partner to join our team. As a key member of our organization, you'll be responsible for developing customer relationships that promote retention and loyalty.Key ResponsibilitiesSupport Sales reps in using standard channels to build long-term trusting...

  • Senior Cloud Technical Advocate

    1 week ago

    Melbourne, Victoria, Australia Amazon Full time

    About the RoleWe are seeking a highly skilled Senior Technical Account Manager to join our team at Amazon Web Services. The successful candidate will be a valued member of our Partner team, leading the success of Partner-Led Support and enabling the building of applications and services on the AWS platform.Key Responsibilities:• Develop trusting...

  • "Patient Advocate"

    2 days ago

    Melbourne, Victoria, Australia Department of Government Services Full time

    About the RoleThe Department of Government Services is seeking a highly skilled Patient Advocate to join our team. As a Patient Advocate, you will be responsible for facilitating and delivering grant programs and projects on time and within budget.Key Responsibilities:Engage with customers to resolve enquiries and issues.Assist with management of enquiries...

  • Customer Success Advocate

    4 weeks ago

    Melbourne, Victoria, Australia Xplor Education Full time

    About the OpportunityWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Success Coordinator in Melbourne. As a key member of our Childcare & Education vertical, you will play a critical role in ensuring our customers achieve success through the use of our platform.Your primary responsibility will be to provide...

  • Customer Success Advocate

    1 month ago

    Melbourne, Victoria, Australia Xplor Education Full time

    About the OpportunityWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Success Coordinator in Melbourne. As a key member of our Childcare & Education vertical, you will play a critical role in ensuring our customers achieve success through the use of our platform.Your primary responsibility will be to provide...

  • Security Advocate

    3 days ago

    Melbourne, Victoria, Australia Proofpoint Full time

    Job OverviewAt Proofpoint, we're committed to bringing passion and customer focus to the business. Our award-winning lineup of cybersecurity solutions is at the forefront of protecting people and their information assets.The RoleThe Threat Strategy Manager will work closely with clients to realize the full value of Proofpoint's products and services,...

  • Customer Experience Advocate

    6 days ago

    South Melbourne, Victoria, Australia Kogan Full time

    About the OpportunityWe're seeking a customer-centric and tech-savvy individual to join our Customer Care team. As a key member of our team, you'll play a vital role in delivering exceptional support to our customers.Key Responsibilities:Resolve customer queries and provide personalized support via email and phone, acting as a true advocate for Kogan...

  • Energy Advocate

    1 week ago

    Melbourne, Victoria, Australia Alinta Energy Full time

    Key ResponsibilitiesManage end-to-end cases of Ombudsman Investigations, high-risk internal escalations, and regulatory complaintsDevelop and implement effective complaint handling processes to ensure operational compliance with energy regulationsCollaborate with the Customer Advocacy team to ensure customer-centric approach and deliver exceptional customer...

  • Customer Service Representative

    4 weeks ago

    Melbourne, Victoria, Australia Customer Engagement Centre Full time

    Customer Engagement AssociateAs a key member of our Customer Engagement Centre team, you will play a vital role in delivering exceptional customer experiences across all business units. Reporting to the Senior Customer Engagement Associate, your responsibilities will include:Key Responsibilities:Providing superior customer service, prioritizing the customer...

  • Customer Service Representative

    4 weeks ago

    Melbourne, Victoria, Australia Customer Engagement Centre Full time

    Customer Engagement AssociateAs a key member of our Customer Engagement Centre team, you will play a vital role in delivering exceptional customer experiences across all business units. Reporting to the Senior Customer Engagement Associate, your primary responsibilities will include:Key Responsibilities:Providing superior customer service, prioritizing the...

  • Customer Service Representative

    1 month ago

    Melbourne, Victoria, Australia Customer Engagement Centre Full time

    Customer Engagement AssociateAs a key member of our Customer Engagement Centre team, you will play a vital role in delivering exceptional customer experiences across all business units. Reporting to the Senior Customer Engagement Associate, your responsibilities will include:Key Responsibilities:Providing superior customer service, prioritizing the customer...

  • Customer Service Representative

    1 month ago

    Melbourne, Victoria, Australia Customer Engagement Centre Full time

    Customer Engagement AssociateAs a key member of our Customer Engagement Centre team, you will play a vital role in delivering exceptional customer experiences across all business units. Reporting to the Senior Customer Engagement Associate, your responsibilities will include:Key Responsibilities:Providing superior customer service, prioritizing the customer...