High Touch Customer Experience Specialist

2 weeks ago

Canberra, ACT, Australia beBeePremium Part time $60,000 - $80,000
Customer Experience Agent

We are seeking a skilled Customer Experience Agent to join our team. As a key member of our Domestic Lounge Team, you will provide exceptional customer service to Qantas Premium Customers in the Domestic lounge.

  • Develop positive relationships with customers and manage their requirements throughout their lounge experience.
  • Deliver premium customer service in a friendly, efficient and professional manner.
  • Liaise with customers, key stakeholders, Lounge teams, Lounge Suppliers, Client Airlines and Qantas Ground Handling.
  • Foster a flexible and proactive team approach to meet customer expectations.
  • Facilitate customer service recovery techniques and skills to resolve difficult situations.

To succeed in this role, you will need:

  • Exceptional face-to-face customer service skills.
  • The ability to be flexible and work as part of a cohesive team.
  • Able to take ownership of complex problems and see through to completion.
  • Strong written and verbal communication skills within a high-volume, fast-paced environment.
  • Prior experience in Airline, Lounge and airport systems/processes is an advantage.
  • Demonstrated understanding of customer recovery techniques.

This is an exciting opportunity for someone who enjoys working in a dynamic environment and delivering exceptional customer experiences.

About the Role

This role is responsible for providing a personalized, premium service to Qantas Premium Customers in the Domestic lounge. You will develop positive relationships with customers and manage their requirements throughout their lounge experience.

Responsibilities

  • Developing positive relationships with customers and managing their requirements.
  • Providing exceptional customer service in a friendly, efficient and professional manner.
  • Liaising with customers, key stakeholders, Lounge teams, Lounge Suppliers, Client Airlines and Qantas Ground Handling.
  • Fostering a flexible and proactive team approach to meet customer expectations.
  • Facilitating customer service recovery techniques and skills to resolve difficult situations.

Requirements

  • Exceptional face-to-face customer service skills.
  • The ability to be flexible and work as part of a cohesive team.
  • Able to take ownership of complex problems and see through to completion.
  • Strong written and verbal communication skills within a high-volume, fast-paced environment.
  • Prior experience in Airline, Lounge and airport systems/processes is an advantage.
  • Demonstrated understanding of customer recovery techniques.

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