Customer Care Expert Role: Global Travel Experience Manager

1 day ago

Brisbane, Queensland, Australia Flight Centre Travel Group Full time
About Jetmax

Jetmax, a division of Flight Centre Travel Group (FCTG), is a dynamic company based in Broadbeach. We pride ourselves on being the cheapest in the online flight market, competing on price comparison sites such as Skyscanner, Kayak and Google Flights.

Our key to success lies in our ability to remain lean and leverage technology and data effectively. This unique combination gives us the best of both worlds – a startup feel with an agile team backed by the might of an ASX-listed global travel giant.

The Customer Care Expert Role

We are seeking an experienced Customer Care Expert to join our team as a Global Travel Experience Manager. In this role, you will work closely with the Customer Care Leader and Agents to provide exceptional support to our online customers via Aunt Betty and BYOjet. Your primary responsibility will be to communicate effectively via phone and email to assist customers with queries, changes, cancellations, and refunds.

You will also play a crucial role in managing and providing a model for our offshore customer care agents to maintain and improve the customer resolution pathway. Additionally, you will collaborate with airlines and work on margin maximising projects.

Your key responsibilities will include:

  • Customer management, including assisting with rebooking, refunding, and complaint resolution.
  • Assistance with short and long-term projects focused on improving customer experience.
  • Collaboration with airline contacts to achieve favourable outcomes.
Requirements

To be successful in this role, you will need:

  • GDS knowledge (Sabre preferred but not essential).
  • Travel & Tourism industry experience.
  • Strong interpersonal skills with the ability to develop relationships.
  • Excellent communication skills (email and phone).
  • Ability to work as part of a global team.
  • Ability to solve problems quickly and effectively.
What We Offer

We offer a competitive salary of $70,000 per annum, plus superannuation. Standard office hours apply, Monday to Friday. Our team culture is inclusive and diverse, and we value your unique identity. We encourage collaboration and offer opportunities for career growth within our network of brands and businesses across the globe.

We also provide exclusive staff discounts through our employee-only portal, including access to 500+ leading retailers, health and wellness discounts, financial planning advice, employee share plan, and more. Furthermore, you will enjoy travel discounts, corporate health discounts, and mental health support.

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