Working on challenging and exciting initiatives.Join and support our Customer Advocacy team at Jetstar.Permanent Full-Time position based at our head office in Collingwood.If you've ever thought about a career in aviation — now is the perfect time to take off with Jetstar! We are undertaking one of the biggest recruitment campaigns in our 19-year-history. Join us during an exciting period as we welcome more state-of-the-art aircraft, launch new international routes and continue our mission to help more people take off through low fares.As a Customer Advocacy Analyst , 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.Reporting to the Team Lead Customer Advocacy your main accountabilities will include:Applying appropriate judgement to escalated complaints to ensure that a positive outcome is achieved, whilst factoring cost and risk/liability.Work to resolve escalated complaints 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, negotiate resolutions and advise of case outcomes.To be successful in this role, you will demonstrate the following skills & experience:At least 12 months' experience in a contact centre or customer service role.Experience in the banking, utilities or insurance sector will be highly regarded.Experience in the travel industry will be highly regarded.Takes ownership and always acts in a professional manner.Highly resilient.High levels of empathy.A strong multitasker.High level verbal and written communication skills are essential.About JetstarThe Jetstar Group has airlines in Australia, New Zealand, Singapore and Japan. Launch in 2004, we have grown from a team of 700 to 7,600 and have flown more than 250 million passengers. Collectively we now offer more than 5000 flights a week to more than 85 destinations in 17 countries and territories across the Asia Pacific region, with a fleet of more than 130 aircraft.Our CultureJetstar is alive with a sense of adventure. Day in and day out, our teams search for new places to fly, new ways to add value and new ideas to improve performance. If you love the road less travelled, you'll love working here because ours is a team who innovate every day, thrive on delivery, support each other and celebrate our successes. You'll be supported to challenge, anticipate and explore while you work will connect people and enrich lives. We encourage diversity and aim to create an environment where our employees feel valued, respected and enabled.Our BenefitsTeam members have access to heavily discounted fares to destinations all over the world – not only for team members, but for their favourite 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.Inclusion and DiversityJetstar 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. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or accessibility requirements, we encourage you to advise us at time of application.If you're ready to step into a culture that will challenge and excite you, submit an application and let's explore how we go places together.Applications close: Wednesday 17th April 2024Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.#J-18808-Ljbffr
