Virgin Australia seeks to recuit a centre agent (GCC )
Job no : 503378
Work type : Full Time
Location : Brisbane
Categories : Guest Contact Centre
Context :
We know what sets Virgin Australia apart is our people and the drive that we all have to make a real difference for our guests. Our culture encourages innovation whilst ensuring that our guests remain the focus of our business. We deliver a highly professional and polished service, whilst ensuring that we are safe in everything that we do. We want dedicated people who are passionate about customer service and ready for the challenge of working in a challenging environment.
The reality is that being a team member of the Virgin Australia group of airlines involves hard work but is very rewarding. Our people are at the cornerstone of the business and their award winning service to every guest every day is putting the magic back into flying.
About the role :
We are currently seeking an experienced Call Centre Agent to join our highly motivated and successful Virgin Australia Holidays team. By combining your travel experience with your strong communication skills, you will provide the exceptional customer service that Virgin Australia is known for.
Your duties will include but not be limited to :
- Provide support to the front-line Guest Contact Centre agents and handle guest escalations as required ;
- Manage new incoming booking queues, emails for all new/changed bookings and manage supplier fulfilment via email/phone ;
- Process any back office transactions including payment, guest customer credits to bookings as required ;
- Perform fraud verification on bookings ;
- Ensure bookings are completed properly to comply with system and financial procedures ;
- Process refunds.
Based at our Head office at Bowen Hills, you will be able to work flexible hours on a rotating shift roster, working weekdays, weekends and even public holidays to ensure high quality customer service.
About you :
The aviation industry is dynamic and innovative so we are looking for a strong problem solver with the ability to manage any queries, escalations and complaints ‘on the fly’.
The ideal candidate will also have :
- Minimum 2 years travel industry experience as a travel agent or travel administrative role ;
- Previous experience dealing with suppliers such as hotels, car, tour and airlines ;
- GDS preferably Galileo ;
- Ability to work in a busy and challenging environment with highly developed verbal and written skills ;
- Proven decision-making skills and a practical approach to problem solving ;
- Administration skills including knowledge of the Microsoft office package.
You will pride yourself on your ability to adapt and be flexible in an ever changing environment.
What you’ll get from us :
Other than the opportunity to work for an award winning airline… What we offer is a role where you can quickly become a valued team member by contributing to our enthusiastic, supportive and dedicated culture.
Working for Virgin Australia, you will also receive fantastic employee benefits including discounted flights for you, your family and friends (across domestic and international) and global accommodation options.
Interested ?
If you are looking to join a market leader in the airline industry and take your customer service skills to the next level then this is the opportunity you have been waiting for.
