Customer Advocacy Specialist: Escalations & Resolution (12M FTC)

Qantas; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Staff travel discount

Job summary

Jetstar in Melbourne is seeking a Customer Advocacy Specialist for a 12-month fixed-term contract at our Melbourne Head Office. The role focuses on managing escalated customer cases, ensuring timely resolutions, and aligning with Jetstar policies to protect customer outcomes and minimise risk.

You will work closely with the Customer Advocacy Team Managers, handling sensitive issues and collaborating with Legal, Corporate Comms and other departments to drive improvements in the customer

Qualifications

• Managing executive, regulatory, legal and high-risk escalated complaints end to end.
• Delivering timely, high-quality case resolutions aligned to Jetstar policies and KPIs.
• Proactively engaging with customers by phone and in writing to resolve concerns.
• Applying sound judgement to balance customer outcomes, cost and risk.
• Experience using case management or reservation systems (e.g. New Skies Salesforce – desirable).

Responsibilities

• Provide effective daily management of escalated cases.
• Investigate cases to determine appropriate resolutions.
• Use verbal and written communication in managing cases.
• Prioritise first contact resolution in outcomes.
• Collaborate with Customer Advocacy Team Managers and broader teams.

Skills

Senior-level customer care

Travel industry experience

Written and verbal communication

Cost and risk balancing

Tools

New Skies Salesforce

Microsoft Office

Job description

Jetstar in Melbourne is seeking a Customer Advocacy Specialist for a 12-month fixed-term contract at our Melbourne Head Office. The role focuses on managing escalated customer cases, ensuring timely resolutions, and aligning with Jetstar policies to protect customer outcomes and minimise risk.

You will work closely with the Customer Advocacy Team Managers, handling sensitive issues and collaborating with Legal, Corporate Comms and other departments to drive improvements in the customer