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Customer Experience Ambassador
2 months ago
Regional Express (Rex) is Australia's largest independent regional and domestic airline, operating a fleet of 61 Saab 340 and 10 Boeing NG aircraft to 58 destinations throughout all states in Australia. The Rex Group comprises wholly owned subsidiaries, including Pel-Air Aviation, the Australian Airline Pilot Academy, and Australian Aerospace Propeller Maintenance.
Job SummaryWe are seeking a motivated individual to join our Corporate Communications team as a part-time Customer Advocacy Officer based at our head office in NSW. This is a hands-on entry-level role that works closely with departments across the organisation to champion our commitment to country hospitality.
Key Responsibilities- Utilise a strong understanding of the business and adhere to our policies and procedures to deliver the best possible outcomes for customers and the airline.
- Maintain a positive customer-focused attitude and manage the active tracking and resolution of cases, including high-quality communication to customers.
- Work closely with other departments, including the Customer Contact Centre and Airports, to assist in all related areas of customer service and resolve cases.
- Undertake customer recovery actions as required and assist with projects as needed.
- Provide administrative and ad-hoc support across the business as required for customer initiatives.
- Possess excellent written and oral communication skills, demonstrate a good phone manner, and exhibit great problem-solving and investigation skills.
- Have a good ability to grasp product knowledge, handle situations under pressure, and demonstrate excellent attention to detail and a high degree of accuracy.
- Possess good time management and organisation skills, have a good knowledge of navigating various MS Office applications, and be adept at learning new computer software.
- Show experience or interest in the airline or travel/tourism industry, exhibit experience in priority setting and analysing complex issues, and have experience in customer service and handling customer complaints.
- Wage rates and conditions will be discussed with the successful applicant.
