Customer Relations Manager

vor 3 Monaten

Brisbane, Österreich Tideri Jobbörse Vollzeit

Customer Relations Manager - Broadbeach, QLD
This role involves managing customer complaints and offering support to internal stakeholders through guidance and mentoring.
It oversees the complaint process and assists front-line agents while aiming to retain customers and safeguard Ignite Travel Group's reputation, with a focus on minimising revenue loss.
Additionally, it includes investigating ongoing disputes and advising the business on ways to reduce risk and improve the handling of customer complaints.
This role is ideal for a seasoned professional with a strong background in the travel industry, exceptional customer service skills, and a proactive approach to dispute resolution and risk management.
If you meet these qualifications and are looking for an exciting opportunity to work with senior management, we encourage you to apply and join our dynamic team.
Key Responsibilities:
Customer Focus
Maintain professional, honest, and personable communications with customers
Keep the customer experience front of mind
Advocate for customer retention with stakeholders while confidently defending FCTG when appropriate
Provide fair and considered written and verbal responses
Genuinely seek to understand our customers' perspectives
Investigation and Record Keeping
Ensure consistent and accurate record keeping
Conduct thorough investigations within set deadlines
Strategic Thinking
Provide a balanced assessment of risk
Promote commercial outcomes where appropriate
Use available resources and financial and travel industry knowledge to resolve matters
Stakeholder Engagement
Foster and nurture both internal and external stakeholder relationships through effective communication
Manage conflicting expectations and agendas skillfully
Engage professionally and respectfully with external suppliers
Adopt long-term diplomatic approaches
Defend matters in Consumer Tribunals and lower courts as FCTG representative
Adhere to compliance requests from external entities such as Consumer Regulators/police, etc
Identify potential shortfalls in FCTG policy/process that could impact customer experience and/or attract the attention of external regulators
Commit to ongoing training and empowerment of retail consultants to proactively address compliance
Who you are:
Minimum 5 years in the travel industry, preferably in a customer service role
Proven record of managing customer complaints (desirable)
Demonstrated experience in making and justifying commercial decisions
Relevant qualifications in travel or customer service (preferred but not essential)
Your awesome extras:
Ongoing brain power-ups and skill sharpening, plus occasional escapes to bucket list destinations
Catapult your career across a network of brands and businesses in an evolving industry
Say no to full price
Nab discounts on travel and more thanks to our sweet rewards program
Access to industry leading health and well-being programs and financial advisors
Set up shop in a swanky beachfront office in Broadbeach, with a golden ticket to public transport and parking perks
Enjoy social events to promote networking, celebration of wins, and sometimes just for fun
Take volunteer leave as part of giving back to the local community
Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies.
Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.
Ignite your passion at an awarding winning travel business that's ready to take you places.
Join this energetic team and APPLY NOW
#J-18808-Ljbffr

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