Customer Service / Call Center

Description:

Based in Auckland CBD
$41k Salary + travel and industry benefits
A dynamic multi-channel contact centre environment in an exciting industry
Full-time hours covering a 24 hour/ 7 day roster

Qantas is widely regarded as a leading airline and has built a reputation for excellence in safety, operational reliability, engineering and maintenance, and customer service. Qantas proudly recognises the value and the dedication of our employees across the globe and has a strong commitment to New Zealand. The New Zealand and Pacific Islands region plays a critical part in the Qantas network and is entering an exciting time as it continues to strengthen its place in the local market.

Your new position as a Contact Centre Consultant will be based within Auckland CBD. Our team has a truly multicultural feel and is the first point of call for our domestic customers within Australia as well as supporting our Qantas International customers based in the UK, North America and New Zealand, our vibrant inbound multi-channel Contact Centre operates 24 hours a day, 7 days a week.

As Multi-Channel Contact Centre Consultant will see you providing excellent customer service to our Qantas customers by creating new bookings, managing existing reservations, resolving Qantas.com queries, or on-selling other services such as car hire or travel insurance. No two calls are alike and you will be key in helping Qantas meet the needs of over 36 million customers each year!

In addition to handling calls there are opportunities to get involved with delivering services to our customers via social media and webchat, as well the potential for career growth to more senior roles.

You will be fully supported throughout our thorough induction training programme and be provided ongoing support and training during your career in the Contact Centre.

Your main responsibilities will include:

Provide information and advice to customers relating to airfares, airline procedure, and airline products such as partner airline loyalty program
Interpret and accurately calculate international/domestic fares and rules as applicable;
Handling general customer enquiries;
Some outbound calls relating to managing existing bookings.

Requirements:

What you’ll bring to the role:

You must be able to demonstrate a positive ‘Can-Do’ attitude;
Passion to serve our customers;
Previous experience within a Customer Service capacity – retail, hospitality or phone based highly regarded;
Excellent oral and written communication skills;
High standard of personal presentation;
Ability to work independently and as part of a team;
Sound knowledge of global geography;
Basic knowledge of PC office applications;
Hold New Zealand Permanent Residency or Citizenship.and
Must be available to work all hours covering a 24 hour operation

We’ve worked hard to create a culture that will challenge and excite you – and give you the support you need to really go places. Here, everyone’s treated with the respect they deserve. And everyone has the potential to make the most of their skills.

Be a part of something special – get in touch today.

Qantas is an Equal Opportunity Employer – so by coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives, and is always striving to bring out the best in Australia’s youth, the arts and sport. We encourage Aboriginal and Torres Strait Islander – and people from every other kind of background – to apply.

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