About Company
Qantas Airways, renowned as Australia’s largest airline and one of the world’s oldest continuously operating airlines, boasts a proud history spanning over a century. Known globally as ‘The Flying Kangaroo,’ Qantas is synonymous with safety, reliability, and exceptional customer service. We connect millions of passengers to destinations across Australia and around the globe, offering a premium travel experience built on innovation and a deep commitment to our customers. Our extensive network, modern fleet, and dedicated team make us a leader in the aviation industry. Joining Qantas means becoming part of a legacy of excellence, contributing to a company that values its people, fosters growth, and is passionate about aviation. We are committed to fostering a diverse and inclusive workplace where every employee can thrive and contribute to our shared success.
Job Description
Are you a customer service enthusiast with a passion for travel and connecting people? Qantas Airways is seeking a dedicated and dynamic Reservations Agent to join our team in Midtown, Carrollton. In this pivotal role, you will be the first point of contact for many of our valued customers, responsible for providing exceptional service by assisting with flight bookings, modifications, cancellations, and general inquiries. Your expertise will ensure our passengers have a seamless and positive experience from the moment they plan their journey. This is more than just a customer service role; it’s an opportunity to represent a world-class airline, solve complex travel challenges, and contribute directly to our reputation for outstanding service. We are looking for individuals who thrive in a fast-paced environment, possess excellent communication skills, and are committed to going the extra mile for our customers. You will play a crucial role in maintaining Qantas’s high standards of customer satisfaction by delivering accurate information and personalized solutions. If you are detail-oriented, empathetic, and eager to grow within the aviation industry, we encourage you to apply and help us continue our tradition of excellence.
Key Responsibilities
- Assisting customers with new flight reservations, rebookings, modifications, and cancellations through various communication channels (phone, email, chat).
- Providing detailed information regarding flight schedules, fares, baggage allowances, seat assignments, and international travel policies and requirements.
- Resolving customer service issues, complaints, and travel disruptions efficiently and courteously, ensuring high levels of customer satisfaction.
- Processing payments for bookings, adjustments, and ancillary services accurately and securely, adhering to financial guidelines.
- Maintaining up-to-date knowledge of Qantas products, services, routes, promotional offers, and relevant international travel regulations.
- Collaborating effectively with other departments, including operations and ground staff, to resolve complex customer inquiries or operational issues.
- Documenting all customer interactions, transactions, and resolutions accurately and thoroughly in the reservation system.
- Identifying opportunities to upsell or cross-sell additional Qantas services or products, such as preferred seating, lounge access, or travel insurance, where appropriate and beneficial to the customer.
- Adhering strictly to all company policies, procedures, safety guidelines, and security protocols to ensure a safe and professional working environment.
Required Skills
- Exceptional Customer Service Skills: Proven ability to listen actively, empathize with customer needs, and resolve issues effectively and professionally, consistently aiming for positive outcomes.
- Strong Communication Skills: Excellent verbal and written communication in English, with clarity, conciseness, and a polite demeanor, even under pressure.
- Proficiency in Reservation Systems: Demonstrated ability to quickly learn, navigate, and efficiently operate complex airline reservation software and Global Distribution Systems (GDS).
- Problem-Solving Abilities: Capacity to analyze complex situations, make sound decisions, and provide practical, timely solutions to diverse customer travel challenges.
- Attention to Detail: Meticulous accuracy in booking flights, processing payments, managing customer information, and understanding intricate fare rules.
- Adaptability and Resilience: Ability to handle demanding situations, manage multiple tasks simultaneously, and remain calm, composed, and productive in a dynamic, fast-paced call center environment.
- Basic Computer Literacy: Competency in using standard office software (e.g., Microsoft Office Suite, email clients) and web browsers for research and communication.
Preferred Qualifications
- Previous Airline Experience: Prior experience working in an airline, travel agency, or a high-volume call center environment, specifically in reservations or customer service.
- Experience with Global Distribution Systems (GDS): Familiarity and working knowledge of major GDS platforms such as Amadeus, Sabre, or Galileo.
- Multilingual Capability: Proficiency in a second language (e.g., Spanish, French, Mandarin, Japanese), particularly those common among international travelers, is a significant advantage.
- Certifications in Travel & Tourism: Relevant diplomas, certifications, or vocational training in hospitality, tourism, or aviation fields.
- Geographical Knowledge: Good understanding of global geography, major international airports, time zones, and common travel routes to assist with complex travel planning.
Perks & Benefits
- Competitive salary package with potential for performance-based incentives and bonuses.
- Comprehensive health, dental, and vision insurance plans for employees and their eligible dependents.
- Generous travel benefits, including discounted flights for you and your eligible family members on Qantas and partner airlines worldwide.
- Paid time off, including vacation days, sick leave, and company-recognized holidays.
- 401(k) retirement savings plan with company matching contributions to help secure your financial future.
- Extensive opportunities for professional development, ongoing training, and clear career advancement pathways within a global airline.
- Employee assistance program (EAP) and wellness initiatives designed to support your physical and mental well-being.
- A vibrant, inclusive, and supportive team culture in a dynamic and exciting industry.
- Access to exclusive employee discounts on travel, hotels, car rentals, and various Qantas products and services.
How to Apply
If you are ready to embark on an exciting career with Qantas Airways and possess the skills and passion to deliver outstanding customer service, we encourage you to apply today! Please click on the application link below to submit your resume and a compelling cover letter. Ensure your application clearly highlights your relevant experience, customer service philosophy, and why you are the ideal candidate for this Reservations Agent role. We look forward to reviewing your application and potentially welcoming you to the Qantas team, where your career can truly take flight!