qantas customer service agent recruitment process

Customer Service Agent - Full-time Position - $19 - $21/hr. This is a strong answer. Responsibilities. If yes, we have great news for you. Great job! Join to connect Qantas. Good job! As you look to rate your ability as excellent to your interviewer, prove it by talking about all of the different programs you have worked on during your career and what your specific roles were on them. While the knowledge was a priority, my friendly attitude and willingness to serve others took over and helped me be very successful in both of these roles; I look forward to bringing those skills to the team here. Stage 3 was a group activity. The process took 2 weeks. If you're successful in being short-listed, you'll be invited to attend an assessment. We proudly provide the highest levels of service and support to our customers. Great job! Find out how to boost your businesses Qantas Points with a choice of American Express payment solutions. Great! Followed by a group exercise with the table youre sat at. As you answer, make sure to talk about the resources you used to help make the change. Upgrade my browser. Sydney NSW. After seeing the data, management was supportive of the idea, and I led a team of staff that demoed new systems in the coming months. Assesment Day - Involvled a introduction to the company and its values. Options for mobility and medical assistance and first-time flyers. The first hour was just kind of introduce of the position and the company. I also look forward to a career change with a diversity of roles each day.". Adding an example will make your response more memorable and meaningful to the interviewer. . You can track your Qantas Points, shop and more. Search and book from over 15,000 cruise itineraries. Reason 3: Good customer service can lead to lasting relationships. It was 5 questions about customer services. Glassdoor has millions of jobs plus salary information, company reviews, and interview questions from people on the inside making it easy to find a job thats right for you. An active listener? Able to implement experience over the past several years to ensure that customer satisfaction is matched. Customer Service Agent Interview. Finally, mention how much you like to drive and that you're looking forward to this aspect of the job. Qantas is committed to storing and managing your information in accordance with our Privacy Policy, and at all times you will have full access to view, update or even remove your profile. Ways to check-in for your flight including online and on your mobile. For some others I know the process was shorter and others much longer. I have been through online interview for 20 minutes and it was successfully then i was scheduled 3 hours interview with 20 other people which was really intense because they did 3 recruitment processes: group interview, one by one interview and written assessments. More recently as a business owner, I've used the phone to handle many business matters. Interviews will take place with a representative from Human Resources, the hiring manager or a combination of both. It will redirect you to the airline's official page. Good job! Travel and partner special offers available exclusively for our members. Compare and book travel insurance for your next trip. Freight - cargo, express, airmail, freighters, charters and customs clearance services. Excellent! The hiring process at Qantas takes an average of 39.68 days when considering 136 user submitted interviews across all job titles. Excellent! Detail-oriented? I got 5 questions based on my CV and resume. Apologizing and then trying to find the answer or passing the customer along to someone who can help them are all great ways to assist someone with a question you don't know how to answer. Is was good kit much to expect and they want you to answer must research. At the end of each shift, I was required to sanitize and wipe down my register area and do any sweeping and mopping necessary. Customer feedback, compliments or complaints play an important role in our continuous improvement process, so that we may provide you with exceptional service each time you fly with us. Find out how to change your booking, contact your local Qantas Office and get answers to other questions. Cabin Crew (19) Customer Service Agent (9) Flight Attendant (9) Customer Service Representative (6) Manager (4) Analyst (3) . Candidates interviewing for International Cabin Crew and International Cabin Crew Melbourne rated their interviews as the hardest, whereas interviews for Cleaner and Ground Handler roles were rated as the easiest. While your interviewer knows that you can likely handle this piece of the job, they're looking to hear if you do have any experience handling these types of duties during your past work. "When I would be spending time with passenger at Qantas Airways, I would have a smile on my face and ask how their day is going and if I could do anything for them. Have you ever had a difficult situation with a customer and how did you resolve it? Write down what you think is important so you can reference it when youre in the role play. Start your trip in the exclusive surrounds of one of our world class airport lounges. If you were to talk to my references or any past colleague and manager, they would tell you that I am reliable in doing what I say and saying what I do at all times. If I get a good vibe from them, I would continue to make conversation with them while also explaining anything I can about their upcoming departure. I applied online. Because almost every aspect of the business at Qantas Airways, from flight scheduling, passenger ticketing, and aircraft maintenance, is housed within one of different software systems, you will be expected to pick up and run with any program that you train on and will use if hired as their next Customer Service Agent. Qantas. 7 day a week rotating rosters, (Part-time Shift work), min 20 hours per week. Be the first to find this interview helpful, About yourself, experiences, abilities and character. . The process took 4 weeks. The purpose of this page is to help you prepare for your job interview. Information on migration to Australia can be obtained from the Department of Immigration and Multicultural AffairsOpens external site in a new window. Make your answer more meaningful by discussing them. To build out your answer more, can you talk about all the hats you had to wear when you ran your own business? incl. Copyright 2008-2023, Glassdoor, Inc. "Glassdoor" and logo are registered trademarks of Glassdoor, Inc. Book city tours, hop-on-hop-off buses, organised tours and more. I applied online. Describe a time when you went gone over and beyond for a customer? Qantas is an excellent company to work for. "I consider myself to have excellent computer skills because of both my work history and my own personal use of many different programs. With lots of ways to use your points, youll be sure to find something you like. did anything happen? The process took 2 weeks. "In my current position, we were having a big issue in regard to customer wait times on our phone system around five years ago due to a new product line we were selling that was generating a ton of traffic. Information about visas, health and more. Then I was invited to attend an assessment day which was fun and the staff were very friendly and welcoming. Have you ever worn a uniform at another job before? Apologizing, trying to find another solution, and listening are all great ways to deal with a disgruntled customer or someone you have to say no to. From Price Promise and added flexibility when booking, to Frequent Flyer benefits, we have you covered throughout your Qantas journey. Skilled in Banking, Operations Management, Consulting, and Retail. I had a chat interview for my first processing. You can submit an application for a role on our Careers site via the 'Apply' or 'Apply with LinkedIn' button located at the top of each job listing. Interviews for Top Jobs at Qantas. 1. Interviews provide an opportunity for us to get to know you, and for you to obtain more information about Qantas and the role you've applied for. Applicants must be Australian or New Zealand permanent residents. In this role, you will be expected to know all of the details on flight scheduling, ticketing, baggage policies, and many other areas of the business, so you can explain details to customers in your interactions with them. Is there an example you can cite of another time when you dealt with a customer who wanted a price match? All in all 4 weeks from application to offer "I have no issue being subjected to a criminal background check and employment verification. Deals on Qantas flights across a range of Australian and international destinations. Anonymous Interview Candidate in Sydney, NS, The process took 2 weeks. Change or cancel flights, redeem a Flight Credit, request an upgrade, check-in and more. Establish customer relationships and follow up with customers, as needed. If you don't have exact experience with more government set regulations, reassure your interviewer that you are a team player who follows the rules by talking about other roles where company rules dictated your work. Copyright 2008-2023, Glassdoor, Inc. "Glassdoor" and logo are registered trademarks of Glassdoor, Inc. As you answer this question, try to focus on an anecdote of when you needed to be focused on safety on the job, and explain your overall mindset towards safety to ensure that your interviewer walks away from your interview knowing that you are a safety-minded individual. Emotionally intelligent? . Quick Apply. While your interviewer won't be looking for you to know the CASA regulations off the top of your head, they will be looking to hear that you have the ability to play by the rules if you are hired for this position. This was a ridiculous joke of how Qantas recruitment team work. These may be used as an additional objective, reliable and relevant assessment method. After that they invited me to attend the Assessment day. I made the decision to monitor our customer wait times and track the total number of complaints that we were getting for a week long period before approaching our management about the need for an upgraded phone system. Nice job! It roughly took three hours, and you had a ten minutes break. describe a time you solved a problem without any others help. This employer has not claimed their Employer Profile and is missing out on connecting with our community. Bookcar hire,car specials, commercial vehiclesandairport transfers. The Qantas Airways reservation number is ^1:832:460:1113^. Then we had group activity and interview with a Qantas staff. Assure the interviewer that you would, and remind them that you understand how crucial it is that everyone is safe and secure at the airport. I guess its for if were rights person for this position. Describe a time when you had to deal with a difficult customer, what was Th outcome and what would you have done differently. How come the meeting with your supervisor was so much more effective, and how did this meeting solve the problem exactly? I received a scenario which you had to remember key information from. It roughly took three hours, and you had a ten minutes break. Our call center temp agency focuses on results . Choose the seat that suits you before you get to the airport on Qantas operated flights. We first completed a role play this was conducted in a separate room with 2 Qantas staff followed by an interview with 2 different staff and lastly group activity which is purely to see how you work in a team - I received a letter on the Friday (2 days post assessment day) asking for references the following Monday I was asked to complete online security check approx 1 week later I was asked to complete medical at own expense The more you fly, the faster you'll enjoy benefits like priority boarding; or earn points to unlock Points Club, where you'll enjoy benefits like lounge access, orThe Qantas Club to start your journey off right. And how exactly do you prioritize? Glassdoor has millions of jobs plus salary information, company reviews, and interview questions from people on the inside making it easy to find a job thats right for you. Download our free online tools for individuals with dexterity limitation. Nice! Whether you're looking to make a new reservation or modify an existing one, the customer service team at is more than happy to assist you. In high school, I worked for a food chain and took customer orders over the phone. I also have a lot of experience in different point-of-sale programs and the Sage CRM program. Customer Service Agent (Current Employee) - Melbourne Airport VIC - 21 January 2021. Step 3; Invited to do a psychometric test. Good interview day. Your new position as Customer Service Agent will see you performing in a professional and consistent manner to ensure the various sections achieve their customer service standards. This was followed by being invited to a Group Recruitment day at QANTAS training centre which included information presentations, activities and face-to-face interview. Discuss why your business would have suffered if you weren't familiar with every aspect of it. Pass will be sent electronically . Remind the interviewer of how excited you are to familiarize yourself with their company. Customer Service Representative (Former Employee) - Melbourne VIC - February 21, 2020. Then we had group activity and interview with a Qantas staff. . Good job! Use your points for flights, upgrades, hotels, or car hire. In just three short months, we took a handful of proposals to our director that involved redistributing duties among our staff to be more streamlined in our work. Based on the urgency and importance of the tasks? The key point here is to be active in the group and show the assessor you are able to work within the group. Step 1; Applied for job. The height requirement is between 163cm and 183cm. describe a time you saw a staff were doing something dangerous Located at Perth Airport, this role will see you delivering highest standards of Safety and Customer Service to all Qantas customers, both internal and external. 2 of them, i just need to say yes or no. It's great that you set a routine for yourself. describe a time you have done your work above and beyond Check outourlatesttravel dealsand Frequent Flyer offers, including flights on sale,hotel deals, car hire and more. The process took 4 weeks. Nice job! There may be additional role specific questions which you'll need to answer so we can consider your application. While it isn't important to know the actual policies of Qantas Airways, it is important that you point out to your interviewer that you would be aware of the policy if you were hired as their next Customer Service Agent, and that you would clearly communicate that policy to the customer. When did you have to say no to a customer. I applied the job via their website and Qantas sent a link for a digital interview, took 10 mins only. Choose the seat that suits you before you get to the airport on Qantas operated flights. Call Center Temp Agency & Staffing Agency Solutions. Search Qantas timetables for Qantas, QantasLink and Jetstar flights. Qantas Airways Limited ABN 16 009 661 901, Mobile notifications, privacy and security, Fare Guide Information Economy Classic Rewards, Fare Guide Information Premium Economy Classic Rewards, Fare Guide Information Business Classic Rewards, Fare Guide Information First Classic Rewards, Your rights under the Australian Consumer Law, New Zealand Civil Aviation Act Information, Personal items, toiletries and medicinal items, Recreational and sporting petrol powered equipment, Taking medical equipment and medications onboard, Requirements Canadian Accessible Transportation, Qantas Frequent Flyer Earn Category tables, Physical Qantas Frequent Flyer card and kit distribution, Employment reference and background checks, Residency, citizenship and visa requirements, Department of Immigration and Multicultural Affairs. We hire professional interviewers (people with multiple years of experience interviewing candidates) to help us create our interview questions and write answer examples. I received a scenario which you had to remember key information from. Qantas are a good company to work for with regards to pay and conditions. A poor customer experience and how did you handle 2. Our date tracking prior to 2019 was not accurately kept. When you apply for a job, you'll provide us with confidential information about yourself. The process took 3 months. Can you give an example of a time when your communication style proved beneficial or helped you accomplish something? When I was hired for my current job five years ago, I took it upon myself to familiarize myself and learn our products and staff in a short amount of time to be the expert representative of my organization and, if hired for this role, I would work hard from the start to gain this same level of expertise in this role. I interviewed at Qantas (Sydney) in Jan 2011, I logged onto the corporate website, I submitted an online application, I received a phone call and was asked a few question about my previous work experience in customer service. There was about a month or two wait between each step. The first part is an online interview. ", "I am assertive and attentive, and I will listen and respond directly, but I know when to use empathy when required or be more direct if need be. I applied online the Qantas website and I got an email about a week later for chat interview. We're constantly challenging ourselves to reimagine our customer experience, and work hard to connect . Customer Service Agent (Former Employee) - San Francisco, CA - January 14, 2021. . I let them know that if they get a voicemail, they can leave a message and the call will be returned shortly. "In my current role, I work with customers over the phone and with those who come into our location in-person, and I'm most often the first face they see. I applied online. "Throughout my career, I've been working my way towards a role that is customer facing and customer focused in every aspect of the job, and after carefully researching my next move, this position is perfect for my skillset and career goals. After that they sent me a e-mail and asked me to do a online recorded interview, witch you just had to answer some questions front of your phone and recorded it. A poor customer experience and how did you handle 2. Request wheelchair assistance. great experience, I applied online. Browse our travel recommendations for Australia and beyond.