Customer Service Agent

Qantas Group; Darwin; On-site; AUD 48,000 - 56,000; Part time

Benefits offered by this job

Discount travel

Flexible leave options

Salary packaging program

Wellbeing program

Job summary

Qantas is hiring a Customer Service Agent in Darwin to greet and assist passengers, support boarding and provide accurate information across frontline operations including Baggage Services and the Qantas Club.

The role requires experience in fast-paced customer service, strong communication and interpersonal skills, and a proactive, empathetic approach. A part-time, permanent arrangement with a 7-day rotating roster is offered, with on-site duties at Darwin Airport.

Qualifications

• Experience delivering exceptional customer service in a fast-paced setting.
• Ability to think on your feet, solve problems, and stay calm under pressure.

Responsibilities

• Greet and assist passengers, support boarding and disembarkation across frontline operations.
• Assist customers with special needs and unaccompanied minors; provide accurate information.
• Deliver outstanding service across Baggage Services and the Qantas Club.

Skills

Fast-paced environment

Problem solving under pressure

Communication skills

Interpersonal skills

Time management

Teamwork

Reliability and punctuality

Tools

CRM software

Job description

Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services.

• Take pride in delivering exceptional customer service
• Located at DarwinAirport
• Permanent part-time opportunity, working a 7-day rotational roster

At Qantas, our customers come first. We continually challenge ourselves to reimagine the customer experience, working hard to connect with our customers and build trust. Ultimately, we want our service to make people feel at home, no matter where they are.

As a Customer Service Agent, no two days are the same. The only guarantee is that you'll explore what's possible, be challenged, solve problems and make a difference. With a resilient and customer-focused attitude, you'll be surprised by what you're able to achieve and the impact you can have on our customers' journey. Taking ownership is critical. We've built a high-performance culture, and you'll be empowered and supported to deliver your best every day.

You will create a welcoming environment for our customers by greeting and assisting passengers, supporting the boarding and disembarkation of flights, assisting customers with special needs, caring for unaccompanied minors, and providing timely and accurate information.

The role includes delivering exceptional customer service across frontline operations including Baggage Services and the Qantas Club.

We are seeking experienced and committed customer service professionals to join our team as Customer Service Agents.

You’ll have –

• Flexibility to work a 7-day rotating roster, including weekends and public holidays
• Previous experience in a fast-paced customer service environment, with a genuine passion for delivering exceptional customer experiences
• Proven ability to think on your feet, solve problems and perform effectively under pressure in a time-critical environment
• Strong communication and interpersonal skills, with the ability to build rapport and maintain effective relationships with customers and stakeholders from diverse backgrounds
• A positive, proactive and solutions-focused approach, with the ability to manage and de-escalate challenging customer situations with professionalism and empathy
• Strong organisational and time-management skills, with the ability to prioritise competing tasks and adapt to changing operational demands
• Excellent teamwork skills and a commitment to supporting, collaborating with and coaching colleagues
• Demonstrated punctuality, reliability and a strong commitment to maintaining high professional standards
• Compassion and empathy when supporting customers with diverse needsAdequate physical fitness to safely perform baggage service duties
• Impeccable personal presentation and professionalism
• Demonstrated high-level computer literacy and confidence using a range of technology platforms, software applications, and digital systems.

Why Qantas?

If you're successful in your application, you'll join a team where creativity and passion are encouraged. Our people come together to help us dream big and deliver successfully.

There are many different opportunities across our team, which means you'll be able to grow both personally and professionally at Qantas. Your development is a priority for us, helping you maintain the high standards our customers have come to expect while continuing to build your skills and career over time.

You'll be supported from day one with on-the-job training and coaching, as well as formal development opportunities. While you may start in this role, we have a strong track record of supporting our people to grow their careers in many different directions. At Qantas, the destinations are endless.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.

• We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, for you and your family and friends, as well as exclusive deals on accommodation and holidays.
• We have flexible leave options: Make use of leave and flexible working opportunities, including 18 weeks paid parental leave and the option to purchase additional paid leave for eligible employees.
• We'll give you access to thousands of rewards: Through our partnerships, we can offer discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program, including motor vehicles, eligible portable electronic devices and professional memberships.
• We'll support your wellbeing: From learning how to better support your own and others' mental health, to accessing our interactive wellbeing app and a tailored nutrition plan, we'll help you prioritise your wellbeing.

Please note: applications will only be considered for candidates who have the right to work in Australia without restriction or sponsorship.

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or accessibility requirements, we encourage you to let us know at the time of application.

Applications Close: 11:59pm (AEST) on Tuesday, 8th September 2026