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Customer Experience Specialist

2 months ago

Hobart, Tasmania, Australia Qantas Group Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our Hobart Contact Centre team as a Contact Centre Consultant. In this role, you will be responsible for delivering exceptional customer experiences and providing support to our customers across various channels.

Key Responsibilities
  • Provide timely and effective support to customers through various communication channels, including phone, email, and chat.
  • Resolve customer complaints and issues in a professional and courteous manner.
  • Collaborate with internal teams to resolve customer issues and improve overall customer satisfaction.
  • Stay up-to-date with product and service knowledge to provide accurate and helpful information to customers.
  • Meet or exceed performance targets and key performance indicators (KPIs) for customer satisfaction, first call resolution, and average handling time.
Requirements
  • High school diploma or equivalent required; degree in a related field preferred.
  • Minimum 2 years of experience in a customer-facing role, preferably in the travel industry.
  • Excellent communication and interpersonal skills, with the ability to work effectively with customers and internal teams.
  • Basic knowledge of PC office applications, including Microsoft Office and Google Suite.
  • Ability to work in a fast-paced environment and adapt to changing priorities and deadlines.
  • Self-motivation and resilience, with a positive attitude and a willingness to learn and grow.
What We Offer
  • A competitive salary and benefits package, including generous staff travel benefits and hybrid working options.
  • Opportunities for career growth and professional development, including training and mentorship programs.
  • A dynamic and supportive work environment, with a focus on teamwork and collaboration.
  • Access to a range of employee benefits, including discounts on shopping, food, and travel, as well as health and wellbeing programs.