Customer Service Agent – Baggage Services

Qantas Airways Limited

Job Details
Full-time1 hour ago
Full Job Description
Together we will make a positive impact on our customers’ experience

Located at Melbourne Airport

Part Time

Multiple opportunities available

Our customers come first. We’re constantly challenging ourselves to reimagine our customer experience, and work hard to connect and build trust. Ultimately, our service should make people feel at home no matter where they are.

Airports are the heart of our operation. It’s here people connect with the spirit of Australia – from the confidence of seeing and interacting with our pilots, crew and ground staff, to the sheer awe that comes from watching our planes take off and land.

As a Baggage Services Agent, you’ll create a welcoming environment so customers start their journey with us in a way that’s positive. This includes, providing an excellent level of customer service to both internal and external clients particularly in the areas of the Baggage Services.

The advertised role will primarily work within the Baggage Services workgroup, however, the inherent requirements of the at-level position may include activities in the areas of Service Desk and Flight Editing.

Typical responsibilities include:
Providing a high level of customer service in a friendly, efficient and professional manner

Implementing operational delays and disruptions procedures, passenger upgrades, flow forward and standby processes

Performing all operational requirements relating to departing aircraft

Operating on departure control systems and remaining informed and compliant with all airline procedures and systems

Providing exceptional customer service standards in all activities related to baggage services

A thorough working knowledge of systems, policies and procedures

Maintaining ongoing business relationships with premium customers

You’ll have:
Significant experience in an airport ground handling environment

Experience in WorldTracer and/or Baggage Tracing programs

Knowledge of airport service standards

Demonstrated understanding of customer recovery techniques

Ability to proactively seek resolution and solutions for operational and customer issues

Demonstrated ability to make timely and accurate decisions with a view to maintaining optimum service levels

High standard of personal presentation as per the corporate uniform policy

Excellent oral and written communication skills

Qantas 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’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.

Be a part of something special and play your part in the Qantas story – get in touch today

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