Customer Care Expert
vor 1 Woche
Customer Care Expert - Gold Coast, QLDJob no: 523775Brand: AuntBetty and BYOJetWork type: Full time, HybridLocation: QueenslandCategories: Operations & Professional Services, Wholesale & Product, Marketing, Web, Creative & UX, Leisure Travel & RetailJetmax is a division of Flight Centre Travel Group (FCTG), based in Broadbeach, responsible for being the cheapest in the online flight market, competing on price comparison sites such as Skyscanner, Kayak and Google Flights.Our ability to remain lean, and leverage a mix of technology and data is the key to our success. We have the best of both worlds; a startup feel with an agile team backed by the might of an ASX-listed global travel giant.This is what you'll sign up forThe Customer Care Expert is responsible for working with the Customer Care Leader and Agents to assist online customers (via Aunt Betty, BYOjet) with any queries they may have. You will be an excellent communicator via both phone and email to assist customers with a range of queries, including changes, cancellations, and refunds.Additionally, you will help manage, and provide a model for our offshore customer care agents to maintain and improve the customer resolution pathway. Communicating with airlines and working on margin maximising projects will also be part of the role.Responsibilities include:Customer management including assisting with rebooking, refunding, and complaint resolutionAssistance with short and long term projects centred around improving customer experienceAssistance with short and long term projects centred around increasing booking marginsAssist leader in management of offshore call centre including process mapping and day to day operationsLiaising with airline contacts to achieve favourable outcomesWe'd love to hear from you if you have:GDS knowledge (Sabre preferred but not essential)Travel & Tourism industry experienceStrong interpersonal skills with ability to develop relationshipsExcellent communication skills (email and phone)Ability to work as part of a global teamAbility to solve problems quickly and effectivelyWilling to take ownership and responsibility for tasksHours: Standard office hours Mon to FriLet's skip to the good partCulture: You will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work Australia New Zealand Pty Ltd.Exclusive Staff Discounts: Accessible via our employee-only portal with 500+ of Australia's leading retailers, health and wellness discounts, financial planning advice, employee share plan and more.Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more.Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within.Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym.Mental Health: Support and Employee Assistance Program for staff and family.Social: Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Los Angeles in 2025).Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave.Sustainability: The protection of our environment is essential to the future of tourism; as a leading travel group, we have made efforts to affect positive change to the environment.Please note: applications can only be considered by candidates who are based, and have the right to work, in Australia without restriction or visa sponsorship. Remote working options are not available for this position.
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Customer Care Expert
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