Customer Relations Manager - Broadbeach, QLDThis role involves managing customer complaints and offering support to internal stakeholders through guidance and mentoring. It oversees the complaint process and assists front-line agents while aiming to retain customers and safeguard Ignite Travel Group's reputation, with a focus on minimising revenue loss. Additionally, it includes investigating ongoing disputes and advising the business on ways to reduce risk and improve the handling of customer complaints.
This role is ideal for a seasoned professional with a strong background in the travel industry, exceptional customer service skills, and a proactive approach to dispute resolution and risk management. If you meet these qualifications and are looking for an exciting opportunity to work with senior management, we encourage you to apply and join our dynamic team.
Key Responsibilities: Customer FocusMaintain professional, honest, and personable communications with customersKeep the customer experience front of mindAdvocate for customer retention with stakeholders while confidently defending FCTG when appropriateProvide fair and considered written and verbal responsesGenuinely seek to understand our customers' perspectivesInvestigation and Record KeepingEnsure consistent and accurate record keepingConduct thorough investigations within set deadlinesStrategic ThinkingProvide a balanced assessment of riskPromote commercial outcomes where appropriateUse available resources and financial and travel industry knowledge to resolve mattersStakeholder EngagementFoster and nurture both internal and external stakeholder relationships through effective communicationManage conflicting expectations and agendas skillfullyEngage professionally and respectfully with external suppliersAdopt long-term diplomatic approachesDefend matters in Consumer Tribunals and lower courts as FCTG representativeAdhere to compliance requests from external entities such as Consumer Regulators/police, etcIdentify potential shortfalls in FCTG policy/process that could impact customer experience and/or attract the attention of external regulatorsCommit to ongoing training and empowerment of retail consultants to proactively address complianceWho you are: Minimum 5 years in the travel industry, preferably in a customer service roleProven record of managing customer complaints (desirable)Demonstrated experience in making and justifying commercial decisionsRelevant qualifications in travel or customer service (preferred but not essential)Your awesome extras: Ongoing brain power-ups and skill sharpening, plus occasional escapes to bucket list destinationsCatapult your career across a network of brands and businesses in an evolving industrySay no to full price! Nab discounts on travel and more thanks to our sweet rewards programAccess to industry leading health and well-being programs and financial advisorsSet up shop in a swanky beachfront office in Broadbeach, with a golden ticket to public transport and parking perksEnjoy social events to promote networking, celebration of wins, and sometimes just for fun!Take volunteer leave as part of giving back to the local communityOur Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes. Ignite your passion at an awarding winning travel business that's ready to take you places. Join this energetic team and APPLY NOW!
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