Job Description

Who are we?
Jetmax is a division of Flight Centre Travel Group (FCTG) responsible for being the cheapest in the online flight market, competing on price comparison sites such as Skyscanner, Kayak and Google Flights.
Our ability to remain lean, and leverage a mix of technology and data is the key to our success. We have the best of both worlds; a startup feel with an agile team backed by the might of an ASX-listed global travel giant.
 
This is what you’ll sign up for:
The Customer Care Expert is responsible for working with the Customer Care Leader and Agents to assist customers with any queries they may have. They will be an excellent communicator via both phone and email to assist customers with a range of queries, including changes, cancellations and refunds.
Additionally, the Customer Care Expert will help manage, and provide a model for our offshore customer care agents to maintain and improve the customer resolution pathway. Communicating with airlines and working on margin maximising projects will also be part of the role.
 
Responsibilities include:
Customer management including assisting with rebooking, refunding, and complaint resolution
Assistance with short and long term projects centred around improving customer experience
Assistance with short and long term projects centred around increasing booking margins
Assisting leader in management of offshore call centre including process mapping and day-to-day operations
Liaising with airline contacts to achieve favourable outcomes
 
We’d love to hear from you if you have:
GDS Knowledge (Sabre preferred but not essential)
Travel agency background (preferred but not essential)
Strong interpersonal skills with the ability to develop relationships
Excellent communication skills (email and phone)
Ability to work as part of a team (both in office and offshore)
Ability to solve problems quickly and effectively
Willing to take ownership and responsibility for tasks
 
Let’s skip to the good part:
Flexible work environment (hybrid), work from home &/or our Head Office in Surfers Paradise on the Gold Cost
Ongoing training and professional development
Work-hard, play-hard culture, with company sponsored parties and events
Travel discounts and deals bookable through our internal team of travel agents, Travelwise
Discounted financial and health services through our Moneywise and Healthwise businesses
Global career opportunities in a network of brands and businesses
We do things a little differently…
We have a unique culture and an irreverent DNA based on a proven mix of ideas, values, and ways of working that have helped shape our business over the past 40+ years.Across all FCTG brands, we take our business seriously but not ourselves. We take leaps of faith, have trust in our teams, and work collaboratively to achieve our goals. That’s the FCTG Way.