Customer Advocacy Specialist

Qantas Airways
Melbourne
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Customer advocacy","Investigation","Judgement","Organisation"]

Manage and resolve complex escalated customer cases as Jetstar’s final point of escalation. Investigate matters involving executive, regulatory, legal, high-risk, and highly sensitive complaints, including accessibility-related issues. Handle Airline Customer Advocate cases within agreed timeframes while delivering timely resolutions aligned to policies and KPIs. Proactively contact customers by phone and in writing, collaborate across Legal, Airports, Commercial and Contact Centres, and support media/brand risk escalations.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Qantas Airways
Qantas Airways
4 days ago

Customer Advocacy Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Manage and resolve complex escalated customer cases as Jetstar’s final point of escalation. Investigate matters involving executive, regulatory, legal, high-risk, and highly sensitive complaints, including accessibility-related issues. Handle Airline Customer Advocate cases within agreed timeframes while delivering timely resolutions aligned to policies and KPIs. Proactively contact customers by phone and in writing, collaborate across Legal, Airports, Commercial and Contact Centres, and support media/brand risk escalations.
Location: Melbourne
Workplace: Onsite
Employment Type: Full time · 12 months
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide daily management of escalated customer cases, including cases from executives, out-of-pocket expense claims, and Airline Customer Advocate.
  • •Investigate cases to determine and deliver appropriate resolutions as the final point of escalation within Jetstar.
  • •Focus on first contact resolution while handling cases with verbal and written communication.
  • •Proactively engage customers by phone and in writing to resolve concerns within agreed timeframes.
  • •Collaborate across Legal, Airports, Commercial, Contact Centres, and support media/brand risk escalations in partnership with Corporate Comms.

Key Requirements

  • •Experience resolving complex or escalated customer cases (12+ months preferred in senior-level customer care or travel).
  • •Manage executive, regulatory, legal, and high-risk escalated complaints end to end.
  • •Strong written and verbal communication skills for customer outreach and case handling.
  • •Sound judgement to balance empathy, customer outcomes, cost, and business risk.
  • •Experience using case management or reservation systems (e.g., New Skies®, Salesforce) and strong Microsoft Office skills.
Experience:Travel industryCustomer care
Skills:CommunicationCustomer advocacyInvestigationJudgementOrganisation
Languages:English
Tech Stack:New Skies®SalesforceMicrosoft Office

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
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor