Customer Care Specialist

Perth Airport; Western Australia; Hybrid; AUD 65,000 - 75,000; Full time

Benefits offered by this job

Free on-site parking

Job summary

Perth Airport in Western Australia is seeking a Customer Care Specialist to provide high-quality responses via phone, email and social channels. You will help deliver outstanding passenger experiences while coordinating with internal teams.

You will use Salesforce and MS Office to manage customer records, assist with refunds, and support onboarding of new team members. A collaborative, customer-focused mindset is essential.

Qualifications

• Experience handling multi-channel customer inquiries with professional communications.
• Proficient in Salesforce and MS Office.
• Detail-oriented with strong stakeholder management.

Responsibilities

• Deliver high-quality customer service by managing enquiries and feedback across phone, email, social media and other channels.
• Monitor and manage social media interactions, ensuring customer service standards and performance targets are met.
• Coordinate and process customer refunds with relevant stakeholders.
• Maintain accurate customer information in Salesforce and SharePoint.
• Build strong relationships with customers and internal stakeholders, acting as a liaison to facilitate communication and issue resolution.
• Support Lost Property enquiries and other customer care activities as required.
• Contribute to customer experience initiatives, process improvements and continuous improvement projects.
• Assist with the onboarding and support of new team members as required.

Skills

Salesforce CRM

MS Office

Written comms

Verbal comms

Customer service

Tools

SharePoint

Excel

PowerPoint

Job description

Customer Care Specialist# Perth Airport Careers## Customer Care SpecialistApply: Perth, Australia: Full time: Posted Today: JR100154It's fun to work in a company where people truly BELIEVE in what they're doing! Perth Airport is Australia’s Western Hub connecting the people, businesses and communities of Western Australia with the rest of Australia and the world. Operating 24 hours a day, seven days a week throughout the year, Perth Airport plays a significant role in providing economic, social and cultural benefits to West Australians We are delivering a mulit-billion dollar infrastructure program to transform the airport, including new and expanded terminals, a parallel runway, multi-storey car parks and our first on site hotel. This investment will deliver a single, integrated airport precinct and a world class passenger experience. Beyond aviation, the Perth Airport estate spans more than 2,100 hectares and supports a $1.5 billion portfolio of industrial and commercial assets, with significant opportunities for future development. We are looking for a customer-focused and proactive Customer Care Specialist to join our team. As a key member of our Customer Care team, you will deliver high-quality and personalised communications to our customers while helping foster a customer-focused culture across Perth Airport. Working collaboratively with internal stakeholders, you will support positive customer outcomes, contribute to continuous improvement initiatives and help enhance the overall customer experience.**What you will do** Reporting to the Customer Care Team Manager, your key responsibilities will include: * Deliver high-quality customer service by managing enquiries and feedback across phone, email, social media and other communication channels.* Monitor and manage social media interactions, ensuring customer service standards and performance targets are met.* Coordinate and process customer refunds accurately and efficiently in collaboration with relevant stakeholders.* Maintain accurate customer information in Salesforce and ensure the integrity of customer records, databases and team resources, including SharePoint.* Build strong relationships with customers and internal stakeholders, acting as a key point of liaison to facilitate communication and issue resolution.* Support Lost Property enquiries and other customer care activities as required.* Contribute to customer experience initiatives, process improvements and continuous improvement projects.* Assist with the onboarding and support of new team members as required.**About you** To be successful in this role, you will bring: * Previous experience responding to customer enquiries with different channels and exceptional written and verbal communication skills, with the ability to deliver professional and personalised customer interactions.* Experience using customer relationship management systems such as Salesforce.* Strong Microsoft Office skills, including Word, Excel and PowerPoint.* A positive, proactive and solution-focused approach.* Excellent interpersonal skills with the ability to build rapport and develop strong stakeholder relationships.* The ability to remain calm under pressure and confidently manage challenging customer interactions.* Strong attention to detail, organisational skills and the ability to manage competing priorities.* A collaborative mindset, high level of integrity and commitment to delivering exceptional customer experiences.**Why Join Perth Airport?**We offer a collaborative and inclusive workplace where people are supported to do their best work. You’ll be part of a forward-looking organisation with a clear purpose, working on projects that have a lasting impact on Western Australia.Our benefits include:* A dynamic and supportive team culture* A contemporary workplace with excellent facilities* A modern approach to work and life balance* Competitive remuneration and company benefits* Free on site parkingDoing the right thing by the planet and future generations is important to us. We place a strong emphasis on embedding sustainability throughout our business strategy and operations. We remain steadfast in our commitment to driving ESPG (Environmental, Social, People, Governance) performance across our value chain and areas that have material environmental and social impact.Ready for you career to take off? If so, we'd love to hear from you - Apply Now.