Sme – Member Account Specialist

Hello. We’re Virgin Australia. We’re the airline that’s always done things a little different. Our way. The Virgin way. We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety – in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions.

As a Member Account Specialist, your mission is to be the best point of contact for a portfolio of 180 clients. In this role, you will engage with businesses within your designated portfolio to identify opportunities that enhance member profitability and stimulate growth. You will maintain an unwavering commitment to delivering member value through comprehensive education on Virgin Australia’s Business Flyer program.

In addition, you will:

• Achieve sales targets and enhance revenue growth through effective lead follow-up and sales closure.
• Develop and execute a comprehensive customer engagement plan to expand the existing client base.
• Ensure proactive and productive account management to retain customers and uphold service standards.
• Collaborate with stakeholders to optimise customer benefits and ensure maximum service delivery.
• Grow existing business of customers through various activities and client engagement.
• Maintain daily management of queues and inboxes within specified SLA requirements.
• Demonstrate professionalism in handling all customer interactions, prioritizing inquiries, and providing accurate information.
• Enhance the business's understanding of customers, including their travel and buying behaviour.

What we're looking for:

• Passion for delivering exceptional customer service and building strong relationships with clients.
• Demonstrated expertise in customer service, sales, and cultivating client relationships.
• Familiarity with a GDS (advantageous)
• Ability to manage high volumes of communication via email and phone effectively.
• Capacity to prioritise tasks and respond adeptly to high volumes of customer requests and inquiries.
• Demonstrated capability to engage with customers at all levels while collaborating with various internal and external stakeholders.
• Highly organised and capable of performing effectively under pressure.

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

• Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
• A flexible, hybrid work style. Work from home and the office
• One of Brisbane’s most admired head office locations, with South Bank train station, a supermarket, pharmacy, and lunch options downstairs plus a 5-minute walk to the Busway, a rooftop restaurant and onsite gym (with a low membership fee) and South Bank Parklands just across the road
• Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide
• Cheaper hospitality, retail, technology, beauty and wellness services
• Free counselling and access to a wellbeing app to support your physical, mental, social and financial health
• ‘Dress for Your Day’ – enjoy the freedom to wear whatever makes you feel great for the type of work you do and the day you have ahead of you.

When everyone is included, everyone wins

Virgin Australia prides itself on hiring the right people to meet the challenges ahead. No matter our background or experience, we all share an enormous amount of passion for our guests and ambition to be the most loved airline in Australia.

We’re all individuals. And we love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQI+ community, and anyone else who wants to join our family.

Ready to apply?

We’re ready to hear from you. Apply now.