Customer Service Agent

2 weeks ago

Melbourne, Victoria, Australia Qantas Airways Limited Full time

Together we will make a positive impact on our customers' experience-
- Located at Melbourne Airport-
- Part Time-
- Multiple opportunities availableOur customers come first. We're constantly challenging ourselves to reimagine our customer experience, and work hard to connect and build trust. Ultimately, our service should make people feel at home no matter where they are.

Airports are the heart of our operation. It's here people connect with the spirit of Australia - from the confidence of seeing and interacting with our pilots, crew and ground staff, to the sheer awe that comes from watching our planes take off and land.

As a Baggage Services Agent, you'll create a welcoming environment so customers start their journey with us in a way that's positive. This includes, providing an excellent level of customer service to both internal and external clients particularly in the areas of the Baggage Services.

The advertised role will primarily work within the Baggage Services working group, however, the inherent requirements of the at-level position may include activities in the areas of Service Desk and Flight Editing.

Typical responsibilities include:
- Providing a high level of customer service in a friendly, efficient and professional manner-
- Implementing operational delays and disruptions procedures, passenger upgrades, flow forward and standby processes-
- Performing all operational requirements relating to departing aircraft-
- Operating on departure control systems and remaining informed and compliant with all airline procedures and systems-
- Providing exceptional customer service standards in all activities related to baggage services-
- A thorough working knowledge of systems, policies and procedures-
- Maintaining ongoing business relationships with premium customersYou'll have:
- Significant experience in an airport ground handling environment-
- Experience in WorldTracer and/or Baggage Tracing programs is desired but not compulsory-
- Knowledge of airport service standards-
- Demonstrated understanding of customer recovery techniques-
- Ability to proactively seek resolution and solutions for operational and customer issues-
- Demonstrated ability to make timely and accurate decisions with a view to maintaining optimum service levels-
- High standard of personal presentation as per the corporate uniform policy-
- Excellent oral and written communication skillsBe a part of something special and play your part in the Qantas story - get in touch today.

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