Senior Customer Advocacy Specialist

Qantas Airways
Melbourne
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Empathy","Resilience","Problem-solving","Communication","Emotional intelligence"]

Resolve Jetstar’s most complex, high-risk customer disputes, including matters involving legal or regulatory bodies. Investigate cases using internal systems and stakeholder input, then communicate outcomes clearly and empathetically via phone and written correspondence. Prepare tribunal documentation with legal team support, represent Jetstar at external proceedings when required, and identify trends to drive continuous improvement in customer advocacy processes.

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Qantas Airways
Qantas Airways
1 day ago

Senior Customer Advocacy Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 4 days ago

Job Summary

Resolve Jetstar’s most complex, high-risk customer disputes, including matters involving legal or regulatory bodies. Investigate cases using internal systems and stakeholder input, then communicate outcomes clearly and empathetically via phone and written correspondence. Prepare tribunal documentation with legal team support, represent Jetstar at external proceedings when required, and identify trends to drive continuous improvement in customer advocacy processes.
Location: Melbourne
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Manage high-risk, escalated complaints, including those involving legal or regulatory bodies.
  • •Investigate cases thoroughly using internal systems and stakeholder input.
  • •Communicate outcomes clearly and empathetically via phone and written correspondence.
  • •Prepare documentation for tribunal hearings with legal team support, and represent Jetstar at external proceedings when required.
  • •Identify trends and opportunities for continuous improvement in customer advocacy.

Pay and Benefits

Perks:Travel Allowance

Key Requirements

  • •Experience managing complex, escalated customer complaints, disputes, or regulatory matters.
  • •Strong investigation and problem-solving skills, including the ability to assess risk and make sound decisions in sensitive situations.
  • •Exceptional written and verbal communication skills tailored to customers, regulators, and senior stakeholders.
  • •Experience preparing high-quality written responses, submissions, or formal correspondence.
  • •Experience using case management or CRM systems such as Salesforce.
Experience:Customer disputesRegulatory matters
Skills:EmpathyResilienceProblem-solvingCommunicationEmotional intelligence
Languages:English
Tech Stack:Salesforce

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Qantas Airways
Australia’s flag carrier providing domestic, international and freight air services, operating Qantas, Jetstar and QantasLink brands, plus a loyalty business (Qantas Frequent Flyer) and aviation services.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Mascot, NSW, Australia
Founded: 1920
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