Senior Customer Advocacy Analyst

 Senior Customer Advocacy Analyst

• Take off for an exciting career path in the aviation industry!
  
• Exciting travel and industry benefits.

Innovation is at the heart of how we operate and how we thrive in a competitive airline industry. Together we work hard, we laugh, we share, we support each other, we look after each other and we celebrate our successes.

Working closely with the Customer Advocacy Team Leader (Legal and Executive) and Manager Customer Advocacy, the Senior Customer Advocacy Analyst will determine the appropriate resolution for highly escalated cases with major brand risk and will use both verbal and written communication in liaising with internal stakeholders and customers to gather information and communicate and negotiate outcomes.

Reporting to the Customer Advocacy Team Leader (Legal and Executive), key responsibilities of this role are:

• Applying appropriate judgement to highly escalated cases to ensure that a positive outcome is achieved, whilst factoring cost and risk/liability. Typical escalated cases will include (but are not limited to):

1. Legal Cases


2. Executive Cases


3. Personal Injury Claims

• Work to resolve escalated cases within timeframes set out in KPIs and in alignment with Jetstar’s policies and procedures.


• Collaborate with internal departments to ensure timely outcome on cases as well as identifying trends and opportunities for business improvement.


• Proactively contact customers on the phone and in writing to seek information, negotiate resolutions and advise of case outcomes.


• Support the Customer Advocacy Team Leader (Legal and Executive) in representing Jetstar in proceedings held in the following forums:


• Tribunals and small claims courts


• Regulatory bodies including the Airline Customer Advocate,


• Fair Trading bodies and relevant government departments.


• Represent Jetstar’s position in a professional manner, while demonstrating the objection handling and negotiation ability required to meet positive outcomes for the customer and Jetstar.


• Providing insightful and timely feedback to internal departments based on customer experience feedback.

To be considered for this role you should have:

• Chinese language skills (written and spoken in both Traditional and Simplified Chinese)


• Experience within a comparable customer advocacy type role – including experience representing an organisation’s position at a smaller case level


• Experience in the resolution of sensitive and/or legally focused disputes for a major organisation.


• Experience with Navitaire’s reservation system New Skies® is preferable, and an advantage


• Able to handle critical cases predominantly in writing and phone, utilising initiative and judgement to resolve


• Managing large workloads and shift the daily focus depending on needs.


• Strong verbal and written communication skills

You are invited to send in your detailed resume stating

• Current salary


• Expected salary


• Date of availability

We regret only shortlisted candidates will be notified

More details will be shared during the interview.