Customer Advocacy Officer

Rex is Australia’s largest independent regional and domestic airline operating a fleet of 61 Saab 340 and 10 Boeing 737-800NG aircraft to 58 destinations throughout all states in Australia. In addition to the airline Rex, the Rex Group comprises wholly owned subsidiaries Pel-Air Aviation (air freight, aeromedical and charter operator), the Australian Airline Pilot Academy with campuses in Wagga Wagga and Ballarat, and propeller maintenance organisation, Australian Aerospace Propeller Maintenance. 

Rex is currently seeking a motivated individual with a desire to learn, to join the Corporate Communications team as a Customer Advocacy Officer based at our head office in Mascot, NSW.  

We are looking to fill the below vacancies:

• Part-time
• Full-time

The Customer Advocacy Officer role is a hands-on entry level role, which works closely with departments right across the organisation.

Championing Rex’s famous commitment to country hospitality, you will join the lively Customer Advocacy Team to attend to all of the airline’s feedback across multiple channels.

This is a fantastic opportunity for someone looking to commence their career in aviation or in customer relations.    

Reporting:

This position reports to the General Manager, Corporate Services or designate.

Position Responsibilities:

• Utilise a strong understanding of the business, and adhere to the airline’s policies and procedures to undertake the Customer Advocacy Role to deliver the best possible outcomes for customers and the airline.
• Maintain a positive customer- focussed attitude.
• Manage the active tracking and resolution of cases, including high quality communication to customers.
• Work closely with other departments, including the Customer Contact Centre and Airports, to assist in all related areas of customer service and resolve cases.
• Undertake customer recovery actions on a required basis.
• Assist with projects as required.
• Administrative and ad hoc support across the business as required/provide support for customer initiatives.

Essential Selection Criteria:

• Excellent written and oral communication skills.
• Good phone manner.
• Strong administrative skills.
• Ability to fit into a committed team and be a good team player.
• Great problem solving and investigation skills.
• Good ability to grasp product knowledge.
• Ability to handle situations under pressure.
• Excellent attention to detail and high degree of accuracy.
• Good time management and organisation skills.
• Good knowledge of navigating various MS office applications and adept to learning new computer software.

Desirable:

• Experience or interest in airline or travel/tourism industry.
• Experience in priority setting and analysing complex issues.
• Experience in customer service/handling customer complaints.

Conditions:

Wage rates and conditions will be discussed with the successful applicant.

To Apply:

Please apply via the 'Apply Now' button below.

We kindly ask that applicants complete the short set of screening questions with their application.