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Customer Service Supervisor

2 months ago

Sydney, New South Wales, Australia Qantas Group Full time
Lead a Premium Customer Experience

As a QantasLink Customer Service Supervisor, you will be responsible for driving high energy and enthusiasm within a dynamic team of Customer Service professionals. You will champion a customer-centric approach, ensuring the delivery of a premium customer service experience across all touchpoints.

Key Responsibilities
  • Coordinate the daily operation of the QantasLink Sydney Team, ensuring seamless delivery of customer service duties.
  • Take ownership of customer issues, acting as a point of escalation and resolving problems effectively.
  • Lead by example, promoting cultural change and driving customer satisfaction.
  • Develop and implement strategies to improve customer experience, ensuring alignment with Qantas Group's brand values.
  • Collaborate with cross-functional teams to achieve business objectives and drive operational excellence.
Requirements
  • Passion for people and customer service.
  • Proven leadership experience, with a track record of success in a supervisory or management role.
  • Demonstrated understanding of customer recovery techniques and ability to resolve complex issues.
  • Strong written and verbal communication skills, with the ability to work in a high-volume, fast-paced environment.
  • Ability to work 7-day rotational roster, including weekends and public holidays.
What We Offer
  • Heavily discounted air travel within Australia and globally, as well as exclusive deals on accommodation and holidays.
  • Flexible leave options, including 18 weeks paid parental leave and additional purchased leave options.
  • Access to thousands of rewards, including discounts on shopping, food, and wine, insurance, health and wellbeing, leisure, and entertainment.
  • Salary packaging program, including motor vehicles, eligible portable electronic devices, and professional memberships.
  • Wellbeing support, including mental health resources and a tailored nutrition plan.