Start your Journey

About the Opportunity

The purpose of this role is to be a Subject Matter Expert (SME) in the Global Customer Care operations business.

The position will be for 12 months to cover parental leave, based in the Southpoint head office in Brisbane.

 

What you will be doing:

• Reporting across Customer Relations, Write Offs, QA, etc, to provide insights on trends, opportunities and threats
• Proactively intercept pain points in the business before they occur
• Provide Quality Assurance across all channels, attending weekly Calibration meetings with On-shore and Off-shore QA and operational leads
• Act as a Subject Matter Expert, ensuring 100% understanding of end-to-end Retail and online post booking support processes and products
• Write and authorise process documentation, workflow mapping and standard operating procedures
• Deploy new products and processes in line with Flight Centre One Best Way
• Upskill leadership through coaching (Off-shore operations)
• Collaborate with Off-shore partner for training content, testing, results and improvements
• Respond to escalated customer queries and resolve complex customer queries
• Manage and respond to customer feedback via Usabilla and Trustpilot (online) tools
• Monitor deliverables and respond to internal stakeholder queries across Fraud, Finance, Customer Relations, Risk Management
• Liaise with internal stakeholders including ProHub, Customer Relations, Risk, Finance, Marketing, Emergency Assist, etc
• Manage escalations from Off-shore provider when required

 

Hours: Monday to Friday office hours - some reasonable out of hours may be required in order to support the global business

What you will need:

• Minimum 2 years' experience in an Operations role, Global Call Centres, or Customer Care in Website/Retail environments
• Cert 4 in Training and Assessment would be desirable
• Business Analyst or similar experience is desirable

 

** Please advise your leader before applying **