JOCC Customer Recovery Officer



12 month Fixed - Term Contract Jetstar's mission is to offer all day, every day low fares so more people can fly to more places, more often. We are passionate about conquering new frontiers to make travel accessible and enjoyable for This position presents as an exciting opportunity to be part of the Customer Recovery Team (CRT) within the Jetstar Operations Control Centre, in a 24/7 shift work environment. The team has a central customer and commercial focus - researching, coordinating and implementing recovery plans during times of service disruption, in addition to being an around the clock escalation channel for Jetstar airports across the network.

CRT works closely with operations control, airports and contact centre teams, responsible for coordinating and communicating disruption-recovery plans to customers and internal stakeholders as required. Reporting to the Customer Managers, your key responsibilities will be to: Work closely with Operations Control, performing an integral role coordinating and communicating flight recovery plans and collectively coming up with the best outcome for our customers, the operation and the business. Show initiative, pre-empting the effects of operational disruptions and intervening at the earliest opportunity to mitigate the effect to customers’ journey.

Co-ordinate the communication of disrupted flights with reservations teams and airports, ensuring customers are well informed at the earliest opportunity of changes to schedule. Co-ordinate and manage customer communication including sending SMS and communication in line with the JQ Customer Charter and disruption / recovery policies. Monitor and plan customer contact based on the current operational situation, in line with the Jetstar Customer Charter.

Develop and maintain a thorough understanding of the Jetstar Disruption Matrix and Commercial Policy and Procedures. The successful candidate will have strong problem-solving skills and an ability to adapt to a dynamic, high-pressure and time sensitive operational environment. In addition, you will pride yourself on your clear communication skills and collaborative approach to deliver best-in-class customer outcomes.

To be considered for this role, you will have: VCE (or equivalent) minimum Ability to adapt to a variety of disruption situations and think laterally Excellent communication and interpersonal skills Ability to use initiative and strong attention to detail Customer focussed and commercially minded. Ability to communicate well with internationally based teams. Excellent time management, written and verbal communication skills Excellent problem solving skills A self-starter who is team oriented, disciplined and able to self-manage to achieve high levels of accuracy, productivity and efficiency.

A combination of well-developed conceptual, analytical and planning skills. Demonstrated commitment to Safety About Us The Jetstar Group has airlines in Australia, New Zealand, Singapore, Japan and Vi.

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14 Nov 2019


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