About Company
Qantas Airways, the Spirit of Australia, is a global leader in aviation, renowned for its unwavering commitment to safety, service excellence, and innovation. With a rich history spanning over a century, we connect people and communities across the globe, offering an unparalleled travel experience. At Qantas, we believe that every interaction counts, and our dedication to customer satisfaction is at the heart of everything we do. We foster a vibrant, inclusive workplace where employees are encouraged to grow, collaborate, and contribute to a legacy of world-class service. Joining Qantas means becoming part of a diverse team passionate about delivering exceptional journeys and upholding our reputation as one of the world’s most trusted airlines. We are committed to creating a workplace that reflects the diversity of our customers and the communities we serve, ensuring that all employees feel valued and empowered to achieve their full potential.
Job Description
Are you a highly empathetic and service-oriented individual with a passion for helping people? Qantas Airways is seeking dedicated Customer Care Associates to join our growing team in Downtown Carrollton. In this vital role, you will be the first point of contact for our valued customers, providing exceptional support and resolving inquiries related to bookings, flights, frequent flyer programs, and general travel needs. This isn’t just a call center role; it’s an opportunity to embody the Qantas spirit, ensuring every customer interaction is positive, efficient, and reflective of our premium brand. You will handle a diverse range of customer interactions, from assisting with itinerary changes and cancellations to guiding customers through our digital platforms and addressing feedback with professionalism and care. Our ideal candidate thrives in a fast-paced environment, possesses excellent problem-solving abilities, and has a natural knack for building rapport. You will be instrumental in maintaining Qantas’s reputation for outstanding customer service, turning potential challenges into opportunities for loyalty and satisfaction. Comprehensive training will be provided to ensure you are equipped with all the knowledge and tools necessary to succeed and provide best-in-class support. This role offers a chance to contribute directly to the passenger experience, making a tangible difference in their travel journey with one of the world’s most iconic airlines. We are looking for individuals who are resilient, adaptable, and genuinely enjoy connecting with people from various backgrounds, ensuring they feel heard, valued, and expertly assisted. You will be working in a dynamic team environment, collaborating with colleagues to enhance customer satisfaction and continuously improve our service delivery. Your ability to remain calm under pressure and provide clear, concise information will be paramount to success in this rewarding role. We offer a supportive environment where your growth and development are prioritized.
Key Responsibilities
- Serve as the primary point of contact for Qantas customers via phone, email, and chat, addressing inquiries and resolving issues.
- Provide accurate and timely information regarding flight schedules, bookings, fares, baggage policies, and frequent flyer programs.
- Assist customers with flight modifications, cancellations, rebooking, and special requests.
- Troubleshoot and resolve customer complaints, escalating complex issues to appropriate departments when necessary.
- Navigate multiple systems and tools efficiently to access customer information and provide comprehensive support.
- Maintain a high level of customer satisfaction by delivering polite, professional, and empathetic service.
- Educate customers on Qantas products, services, and self-service options available on our digital platforms.
- Adhere to all company policies, procedures, and regulatory requirements.
- Actively participate in ongoing training and development programs to enhance product knowledge and service skills.
Required Skills
- Minimum of 1 year of experience in a customer service role, preferably in a call center environment.
- Exceptional verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency in basic computer applications and the ability to learn new software quickly.
- Ability to work effectively in a fast-paced, high-volume environment.
- Demonstrated empathy and patience when dealing with diverse customer needs.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience in the airline, travel, or hospitality industry.
- Proficiency in a second language (e.g., Spanish, Mandarin, French).
- Experience with CRM software and ticketing systems.
- Associate’s or Bachelor’s degree in a relevant field.
Perks & Benefits
- Competitive hourly wage with opportunities for overtime.
- Comprehensive health, dental, and vision insurance.
- Paid time off, including vacation, sick leave, and holidays.
- 401(k) retirement plan with company matching.
- Exclusive travel benefits for employees and eligible family members.
- Opportunities for career advancement and professional development.
- Employee assistance program.
- A vibrant and supportive team culture.
How to Apply
Interested candidates are encouraged to apply by clicking on the application link below. Please ensure your resume highlights your customer service experience and relevant skills. We look forward to reviewing your application and potentially welcoming you to the Qantas team!