Customer Service / Call Center

Description:

Customer Service - Qantas Industry Centre Supervisor



Mascot Corporate Campus Location
Attractive Salary + Industry Benefits!
Utilise your team leadership experience and strong customer service focus with this exciting hybrid role

For nearly a century now, Qantas has been bringing travellers together with the people they love – both from around Australia and all over the globe. It’s just part of being the Spirit of Australia.

These days, we’re widely regarded as an airline people can count on – both on the ground and in the air. It’s a reputation that hasn’t just seen us become the world’s leading long distance airline – but an Australian icon, too. And we’d love for you to be a part of that.

As a Qantas Industry Centre (QIC) Supervisor your new role will see you responsible for providing effective leadership, development, appraisal, mentoring and people management to QIC Sales Consultants and all day-of operations activities within the QIC Team to ensure departmental performance targets are met. Reporting directly to the QIC Operations Coordinator, this role will also respond to escalated customer service issues, and Facilitate training and coaching of QIC consultants on QIC business systems, Qantas fares, ticketing, policies and processes.



You will be responsible for:

Providing effective leadership and team management, by example through the promotion of customer service standards and KPIs
Managing, developing and coaching the team to ensure the best performance can be achieved and departmental customer service KPI’s are met
Ensuring all team members are appropriately coached, empowered and are flexible to attempt first call resolution, resulting in excellent customer service and satisfaction in accordance with Quality Principles.
Managing leave and rostering for the team to ensure optimal resourcing, distribution of workload and achievement of leave management targets
Ensuring KPIs aligned to QIC strategic and business objectives are developed and met
Taking ownership of escalated issues and resolve effectively to the benefit of Qantas and the customer
Maintaining and administer waiver guideline documents and ensure team compliance
Identifying process or system improvement opportunities and assisting with implementation

Requirements:

To be successful in this role you will display:

Extensive demonstrated experience in leading and managing teams within an operational environment, including managing performance leave management
Highly regarded but not essential – Achieved or working towards a relevant qualification e .g. TAFE or studies relating to travel, tourism or business
Experience in working within a contact centre environment highly regarded
Good problem solving capability and ability to exercise sound judgement where ambiguity may exist , exploring innovative approaches to resolve problems
Intermediate to advanced computer skills including MS Office (including Excel), Lotus Notes and HR systems
Well-developed team and customer service skills, strong influencing skills & proven ability to form and maintain effective relationships with stakeholders and staff at all levels of the organisation
Strong organisational and time management skills with a high degree of accuracy & attention to detail
Proven ability to adopt a positive and flexible approach to change, facilitating the implementation and acceptance with stakeholders

Apply