Aviation Customer Advocate (12-Month FTC)

Jetstar Airways Pty Ltd; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Qantas Group Staff Travel discount

Employee Network Groups

Inclusive culture

Job summary

Jetstar Airways Pty Ltd in Melbourne is seeking a Customer Advocacy Specialist for a 12-month fixed-term role at our Melbourne Head Office. You will manage escalated customer cases, including high-profile cases, in collaboration with the Customer Advocacy Team and other departments.

The role focuses on timely resolutions, balancing customer outcomes with cost and risk, and leveraging strong communication to advocate for customers while protecting Jetstar's interests.

Qualifications

• Senior-level customer care experience in travel or similar sector.
• 12+ months in handling complex or escalated complaints.
• Experience with case management systems preferred.
• Strong written and verbal communication.
• Ability to work with executives and cross-functional teams.

Responsibilities

• Manage executive, regulatory, legal and high-risk escalated complaints end to end.
• Deliver timely, high-quality case resolutions aligned to policies.
• Proactively engage with customers by phone and in writing.
• Balance customer outcomes with cost and risk.
• Collaborate with Legal, Airports, Commercial and Contact Centres.
• Support media and brand risk escalations with Corporate Comms.

Skills

Escalated cases

Communication

Cross-team collaboration

Judgement balancing cost

Tools

New Skies

Salesforce

Job description

Jetstar Airways Pty Ltd in Melbourne is seeking a Customer Advocacy Specialist for a 12-month fixed-term role at our Melbourne Head Office. You will manage escalated customer cases, including high-profile cases, in collaboration with the Customer Advocacy Team and other departments.

The role focuses on timely resolutions, balancing customer outcomes with cost and risk, and leveraging strong communication to advocate for customers while protecting Jetstar's interests.