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Customer Service Specialist

We know what sets Virgin Australia apart is our people and the drive that we all have to make a real difference for our guests. Our culture encourages innovation whilst ensuring that our guests remain the focus of our business. We deliver a highly professional and polished service, whilst ensuring that we are safe in everything that we do. We want dedicated people who are passionate about customer service and ready for the challenge of working in a challenging environment.

The reality is that being a team member of the Virgin Australia group of airlines involves hard work but is very rewarding. Our people are at the cornerstone of the business and their award winning service to every guest every day is putting the magic back into flying.

About the role:

The Virgin Australia Industry Support team provide assistance and advice to our trade and industry partners and our guests through phone and email enquiries. By resolving all issues relating to reservations including fare rules, ticketing, waivers & favours, airline products and ancillaries, changes and cancellations, you will play an integral role in contributing to the sales and service culture fostered by Virgin Australia.

As the Customer Service Specialist you will champion the customer experience delivered by the team, provide general reservation support and manage escalations. By analysing data and identifying trends you will also highlight opportunities and drive improvements that will benefit our customer service delivery.

About you:

The team will be responsible for supporting external industry partners and direct customers calling from Hong Kong and China regions, therefore adept language skills in Cantonese and/or Mandarin is essential.

This role is a great opportunity to use your existing travel/airline industry knowledge to help support the guests of an award winning airline. Our ideal candidate will also have:

* Fares and Ticketing 1 & 2

* Knowledge of GDS systems

* Experience coaching to achieve service excellence and dealing with escalations

* Experience reviewing reports to identify trends and areas for improvement

* Previous sales and customer service experience

* A strong attention to detail

* Superior communication skills

Your ability to problem solve and find the right solutions for our customers is what will set you apart.

What you’ll get from us:

Other than the opportunity to work for an award winning airline…

As a Virgin Australia team member, you will also receive fantastic employee benefits including discounted flights for you, your family and friends (across domestic and international) and global accommodation options.

Interested?

This role is key to ensuring the success of the Virgin Australia airline with our guests in Hong Kong and China. If you are interested in this exciting opportunity, then please apply below.

I would like to apply for the post of Customer Service Specialist bases at your esteemed organisation. I have attached my CV.

CV:

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