AddressJoin our Customer Experience team at Melbourne Airport and be at the forefront of delivering exceptional service to our customers and employees. As a Customer Experience Officer, you will play a crucial role in ensuring every interaction is positive and memorable.
The main responsibility of the Customer Experience team is to provide a premium Customer Experience for Melbourne Airport customers and employees. The Customer Experience Officer is responsible for receiving and replying to feedback and enquiries that customers may have.
As this is a solely customer facing position, all interactions with customers, regardless of whether they are over the phone, through email or BPMS must be taken as if the customer is standing in front of you. All interactions must be polite, with explanations for reasons behind why a decision is being made – such as explanations of a term and condition. If a resolution is not able to be found at the time, assurances must be given to the customer and then followed up with management. Some suggested phrases are below to help in this.
Melbourne Airport is at the forefront of a dynamic expansion, poised to support the city's ascent to become Australia’s largest city within the next decade. As we soar towards new heights, we're embarking on ambitious projects, including the development of a third runway, state-of-the-art terminals and major business park projects creating unparalleled opportunities for growth and innovation. Join us in shaping the future of aviation as we propel Melbourne Airport towards becoming Australia's favourite Airport destination.
Key responsibilities:
- The role's duties and accountabilities include, but are not limited to:
- Respond to customer inquiries in person, over the phone, and via email
- Use a headset for phone calls at the Customer Service office
- Investigate and respond to BPMS (CRM) inquiries
- Process refund applications, including investigation and approval from management
- Monitor and reply to emails in the Ground Transport system
- Direct feedback to relevant managers and inform customers of outcomes
- Monitor and provide feedback on the online booking system to Melbourne Airport
- Assist with various customer inquiries, regardless of location or query type
- Process staff passes, bus permits, free of charge cards, and contractor permits
- Handle other approved ad hoc applications
- Issue staff parking cards, FOCs, contractor permits, and bus permits
- Assist customers with SKIDATA issues, such as lost or replacement tickets
- Record and report all activities accurately when necessary
- Keep landside team updated on parking and other terms and conditions changes
- Inform landside team of any operational issues or travel disruptions
- Know and explain car park terms, online booking, and other relevant information
- Provide basic information and direct customers to other resources as needed
- Know all areas of the airport related to drop-off, pick-up, parking, buses, and taxis
- Use SKIDATA, Microsoft Office Suite, BPMS, ADVAM Online Portal, and ADVAM Merchant Centre
- Provide information to the Car Park team for customers with special requests
- Identify and report hazards to the Duty Manager and Car Park Supervisor
- Stay informed about events affecting landside areas that may impact customers
- Stay informed about holidays, pricing changes, deals, and incentives offered by the Airport
- Be aware of the companion parking option for disabled travellers
The successful candidate will have:
- Good problem-solving skills.
- Good literacy and numeracy skills.
- Demonstrate adaptability.
- Excellent verbal communication skills.
- Customer Service focus.
About the Company:
Melbourne Airport (Australia Pacific Airports Corporation) is proud to be one of Australia's premier transport hubs and Victoria's gateway to the world, connecting us to the global marketplace. We are committed to creating connections that matter and enhancing the traveller experience across every aspect of our organisation to deliver our vision of becoming Australia's favourite Airport destination. Currently, in an exciting phase of change, we are delivering rewarding career opportunities, making Melbourne Airport a dynamic and fast-paced place to work for our people.
APAC is a majority Australian-owned private company that also operates Launceston Airport, the tourism gateway to Tasmania and an industry multi-award-winning airport.
Culture and Values:
By joining the team at Melbourne Airport, you will work within a friendly, high-performance culture with a focus on our people and their development.
Our vision is to become Australia's favourite Airport destination and our people are paramount to achieving this success. We provide a supportive environment, with values that encourage all of our employees to Be You, Think Big, Own it and Work Together.
Benefits:
- Access to airport car parking 24 hours/365 days a year for both business and personal use
- Hybrid flexible working arrangements
- Airport Holiday, an additional day of leave
- Wellness Day, a further additional day of leave
- Discounted onsite childcare at Creative Garden Early Learning
- Mental health and well-being initiatives
- Employee Assistance Program (EAP)
- Career and professional development
- Active social culture and participation in a range of social impact days and activities
- Signature Experiences including an airfield family day, and kids’ footy day
- Access to an employee benefits scheme including access to corporate rates and airport retailer discounts (including SkyBus)
APAC is committed to weaving Diversity into our DNA. We believe that Diversity and Inclusion will help us realise our greatest potential as a company, and maximise the potential of all our team members. We strive to create a culture where our team members understand that each individual is unique and that embracing diversity makes us more flexible, productive, and creative.
APAC provides equal opportunity and advancement in employment regardless of gender, age, sexual orientation, race, ethnicity, cultural background, caring responsibilities, disability or socioeconomic background. We encourage applications from candidates of all backgrounds who share our workplace values of Being You, Thinking Big, Owning It and Working Together.
