Who are we?
Jetmax 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 for
The 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 resolution
- Assistance with short and long term projects centred around improving customer experience
- Assistance with short and long term projects centred around increasing booking margins
- Assist leader in management of offshore call centre including process mapping and day to day operations
- Liaising with airline contacts to achieve favourable outcomes
We’d love to hear from you if you have
- GDS knowledge (Sabre preferred but not essential)
- Travel & Tourism industry experience
- Strong interpersonal skills with ability to develop relationships
- Excellent communication skills (email and phone)
- Ability to work as part of a global team
- Ability to solve problems quickly and effectively
- Willing to take ownership and responsibility for tasks
Salary: $70 k p.a. plus superannuation
Hours: Standard office hours Mon to Fri
Let’s skip to the good part
🙋🏾♀️Culture: 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
We Value You!
Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are, to foster inclusivity and collaboration. We celebrate you!
Any questions? You can contact us
HERE
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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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.
