Jetstar Airways21 followers66 jobs

Customer Advocacy Specialist

Mid levelFull-timeOfficeMelbourne VIC, AustraliaCustomer service and supportPeople and culturePosted 4 weeks agoVerified 3 weeks ago
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About the job

The Customer Advocacy Specialist at Jetstar plays a vital role in managing escalated customer cases, ensuring that each situation is handled with care and expertise. This position is essential for maintaining customer satisfaction and trust, as it involves resolving complex issues while balancing costs and risks. Jetstar fosters a collaborative and supportive environment, where teamwork and communication are key to success.

You'll be responsible for

📋

Managing escalated complaints

Managing executive, regulatory, legal and high-risk escalated complaints end to end.
✅

Delivering case resolutions

Delivering timely, high-quality case resolutions aligned to Jetstar policies and KPIs.
📞

Engaging with customers

Proactively engaging with customers by phone and in writing to resolve concerns.

Key criteria

🛫

Experience managing escalated customer cases

Proven experience handling complex customer complaints effectively.

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🗣️

Strong communication skills

Demonstrated ability to communicate clearly and empathetically.

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⚖️

Sound judgement in balancing outcomes

Experience applying judgement to manage cost and risk.

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Meet the team

About the company

View your fit

5 criteria for this job
Experience managing escalated customer cases
Proven experience handling complex customer complaints effectively.

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Strong communication skills
Demonstrated ability to communicate clearly and empathetically.

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Sound judgement in balancing outcomes
Experience applying judgement to manage cost and risk.

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Proficiency in case management systems
Experience using systems like New Skies® or Salesforce.

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Organisational skills and adaptability
Ability to manage priorities in a dynamic environment.

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