Customer Advocacy Analyst

5 days ago

Singapore Jetstar Full time

Jetstar thrives on innovation We are always looking to employ ambitious and proactive professionals to help our business work smarter and more efficiently. You will be encouraged to think innovatively whilst developing and maintaining best practice. What’s more, this role will see you working as part of a broader group Jetstar and Qantas structure.

**Reporting to the Team Lead Customer Advocacy your main accountabilities will include**:

Work to resolve escalated complaints within timeframes set out in KPIs and in alignment with Jetstar’s policies and procedures
- Collaborate with internal departments to ensure timely outcome on cases as well as identifying trends and opportunities for business improvement
- Proactively contact customers on the phone and in writing to seek information, negotiate resolutions and advise of case outcomes.
**To be successful in this role, you will demonstrate the following skills & experience**:

- At least 12 months’ experience in a contact centre or customer service role
- Experience in the banking, utilities or insurance sector will be highly regarded
- Experience in the travel industry will be highly regarded
- Takes ownership and always acts in a professional manner
- Highly resilient
- High levels of empathy
- A strong multitasker
- Excellent writing and communication skills are essential

R76646

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