Customer Advocacy Analyst

Join the Jetstar team at a pivotal moment in our history as we embark on a new era of low fares travel. As we emerge from the pandemic, the outlook for our domestic and international flying is very strong and our teams are excited to welcome our new A321LR Neo’s as we continue on our mission to offer all day, every day low fares so more people can fly to more places, more often.

The Jetstar team is growing, and we are looking for two Customer Advocacy Analysts to join the Melbourne based team. Reporting to the Customer Advocacy Team Leader, you will provide effective daily management of escalated cases, working on overflow of executive and other legal type cases. Working closely with the Customer Advocacy Team Leader and Manager Customer Advocacy, the Customer Advocacy Analyst will determine the appropriate resolution for cases and will use both verbal and written communication in managing them. First contact resolution will be foremost in managing case outcomes.

Key responsibilities:

- Work to resolve and assist escalated, executive and legal/regulatory type cases within timeframes set out in KPIs and in alignment with Jetstar’s policies and procedures.
- Collaborate with internal departments to ensure timely outcome on cases as well as identifying trends and opportunities for business improvement.
- Proactively contact customers on the phone and in writing to seek information and advise of case outcomes.
- Providing appropriate and timely feedback to internal departments based on customer experience and case insight.
- From trends, provide insight to Manager Customer Advocacy on opportunities to rectify issues
- Providing advice and guidance to other areas of Call Centre and Customer Care

Requirements and qualifications:

- Previous experience handling escalated cases predominantly over the phone and also in writing, utilising initiative and judgement to resolve
- Experience managing large workloads and prioritising based on business needs
- Taking ownership and making suggestions based on analysis and insights
- Grasp business issues and work under tight deadlines
- Highly organised
- Comfortable working with cross-location and cross-cultural teams
- High level written skill and professional business writing is essential
- Experience within the aviation or travel industry would be highly regarded
- A self-starter who can take initative alongside being a team player
- Exceptional customer service skills

What’s in it for you
- Our team members enjoy access to unlimited heavily discounted fares to destinations all over the world - not only for team members, but for their favorite travel companions too. Our staff travel benefit includes discounts on airfares, accommodation, car hire and travel insurance for both domestic and international travel. Discounts can be used within the Jetstar Group airlines, Qantas and other partner airlines.
- Access to a range of salary packaging and leave benefits.
- As a member of the Qantas Group, you will have the opportunity to build a career across multiple functions, locations and airlines.
- Structured programs and resources to support your health and wellbeing and development.

About Jetstar

The Jetstar Group is one of the largest low-cost airline groups in the Asia Pacific by revenue and has flown more than 300 million passengers since it launched in 2004. Collectively the Jetstar Group offers more than 5,000 (pre-COVID) flights a week to 58 destinations in 18 countries and territories across the Asia Pacific region. The Group operates a fleet of more than 90 aircraft, including Airbus A320-200, Airbus A321 and Boeing 787-8.

Jetstar's mission is to offer all day, every day low fares to enable more people to fly to more places, more often.

Inclusion and Diversity

Applications close: Thursday 1st September

Please note: Under the Qantas Group COVID-19 Vaccination Policy all Australia-based new employees of a Qantas Group entity must be fully vaccinated with an Approved COVID-19 Vaccine and provide Evidence of Vaccination by uploading your Digital Vaccination Certificate to Workday (our HR information system).