qantas customer service agent recruitment process qantas customer service agent recruitment process

As well, Qantas Airways requires that an employment verification check does take place as well, where the airline will look into at least the last 10 years of your employment history. Prior to your interview, try to research the particular image standards that the airline you are interviewing with has, and be able to speak about the standards and your compliance during the interview. To get at your ability to be as knowledgeable as possible in this role, your interviewer is asking this question to see if you've had to do this in any previous roles you've held. Interview questions and answer examples and any other content may be used else where on the site. Describe a time when you had to deal with a difficult customer, what was Th outcome and what would you have done differently. The example you share can be from an experience with a colleague, manager, or customer, just make sure that you can explain your approach with the unreasonable customer by setting the stage for the situation and explaining how your actions provided a positive outcome. I applied online. Choose one of our practice interviews to help you better prepare for your upcoming interview. Assure the interviewer that you would, and remind them that you understand how crucial it is that everyone is safe and secure at the airport. Info about role requirements /pay /training etc and then small group activities and ended with 1 on 1 interview where they asked a series of behavioural questions, The process was good, it took me about 30 minutes to complete. Why? If you don't have exact experience with more government set regulations, reassure your interviewer that you are a team player who follows the rules by talking about other roles where company rules dictated your work. First, you need to click here. Based on the urgency and importance of the tasks? what was the resolution?. The Most Cliche Interview Responses and What To Say Instead, How To Approach Difficult Leadership Questions. Prior to your interview, make sure to do some self reflecting to be able to accurately describe your communication style, why it works for this kind of job, and highlight one area where you think this job will help you become a better overall communicator. Deals on Qantas flights across a range of Australian and international destinations. I interviewed at Qantas (Sydney) in June 2022, they ask you to come to a group assessment (for me it was at Qantas mascot headquarters with around 50 people), that same day they site your documents and then individual interview. Have you ever had a job where you provided service over the phone? When I was hired for my current job five years ago, I took it upon myself to familiarize myself and learn our products and staff in a short amount of time to be the expert representative of my organization and, if hired for this role, I would work hard from the start to gain this same level of expertise in this role. I am proficient in the entire Microsoft Office suite and am a go-to for colleagues on anything in Excel and PowerPoint. It's great that you met with your coworker privately and then later escalated the issue when the situation didn't improve. Find information on travel requirements and more. A poor customer experience and how did you handle 2. In this role, I also took orders and handled customer inquiries and complaints. Pretty much stay calm and try defuse and resolve the situation as the Customer is irritated. Nice! The process took 1 week. We do not have advertisements on our pages but we do try to make money through paid-memberships. All interview questions are created by MockQuestions.com and are not official interview questions for any organization listed on MockQuestions.com. What key skills from that experience would you bring to this role? Shared on January 10, 2020 - Customer Service Representative - Los Angeles, CA. Whether a customer is experiencing a major delay or a customer is traveling for a life altering reason, you need to approach them with empathy and professionalism no matter what that situation brings your way. That's definitely very impressive. Darwin High School. Search Qantas timetables for Qantas, QantasLink and Jetstar flights. With our interactive map it's easy to plan your next trip using money or Qantas Points. ", "First, I would apologize that I couldnt answer their question but assure them that if I didnt find the answer, I would get them to the right people to answer it.". I do have a tattoo on my upper arm that would never be exposed, and I always keep my hair neatly styled and cut on a regular basis. "Having worked in the food industry at an early age in high school, I learned lessons pretty quickly on how to deal with unreasonable customers. In these situations, I let the customer know that I will get them in touch with the best person to answer their question and do so right away. We proudly provide the highest levels of service and support to our customers. 2 of them, i just need to say yes or no. Further details of this will be explained to you during the recruitment process. did anything happen? Nice! As a Customer Service Agent at Qantas Airways, you will be expected to provide great service, accurate information, and resolve issues for potential customers over the phone. As a Customer Service Agent with Qantas Airways, no two work days are the same, and your ability to jump from duty to duty with ease will be essential for success in the role. Candidates applying for Full Time Cabin Crew had the quickest hiring process (on average 1 day), whereas International Flight Attendant roles had the slowest hiring process (on average 135 days). Free interview details posted anonymously by Qantas interview candidates. From my own perspective, I have the ability to take direction from others and also to take the lead on things when I am the expert in any situation. 2. Lastly your Interview 2 on 1, one asks the questions as the other writes the answers you give. I interviewed at Qantas in Feb 2023. Because you will be working face to face with Qantas Airways in many ways as a Customer Service Agent, your interviewer will definitely ask you some questions that will allow you to dig into your interpersonal and communication skills. What was your favorite team work and what did you do for it, Glassdoor users rated their interview experience at. Motivated and resilient change management champion who strongly believes in the power of collaborative teamwork and continuous improvement and experienced Customer Service Expert with a demonstrated history of working in the banking and aviation/service industry. In those moments, I've learned that I need to step back, take a deep breath, and assess the situation before I go any further. This employer has not claimed their Employer Profile and is missing out on connecting with our community. State you would be proud to work for a company that is so dedicated to helping the environment. Our goal is to create interview questions and answers that will best prepare you for your interview, and that means we do not want you to memorize our answers. The more details, the better! Then you need to click on the apply button. I believe that the skills I've learned, which include being a strong communicator and problem solver, will enable me to excel in this role. For example, I worked in a bakery where I took calls and directed them to the right departments. While it may be easy to assume that working as a Customer Service Agent at Qantas Airways is a solitary job working with customers, the truth is that you'll be working as part of a much larger team towards one overall goal--to provide the best service possible to all customers. The best part of the job is the amazing staff who make the airline what it is. "Qantas please help me! Work with the agent to develop and maintain a digital marketing system to promote the office. We first completed a role play this was conducted in a separate room with 2 Qantas staff followed by an interview with 2 different staff and lastly group activity which is purely to see how you work in a team - I received a letter on the Friday (2 days post assessment day) asking for references the following Monday I was asked to complete online security check approx 1 week later I was asked to complete medical at own expense If you do have past experience in working a phone line, talk about that experience and the skills you used to provide great service. Candidates interviewing for International Cabin Crew and International Cabin Crew Melbourne rated their interviews as the hardest, whereas interviews for Cleaner and Ground Handler roles were rated as the easiest. Step 5; Reference checks. Customer Service Agents are based in Sydney, Melbourne, Brisbane, Perth, Adelaide and Canberra, some regional areas, and overseas locations including New Zealand, Singapore, Hong Kong, China, Thailand, India, the UK and America. Find information on travel requirements and more. ", "I am very friendly and can help to put the customer at ease if they are feeling a little anxious, I would assure them we will get them to their destination and answer any questions they may have! The first time you apply, you'll need to create an account with us. ", "Being a business owner was always about multi-tasking, I would have to answer phones, check emails, do accounting and admin work, etc. The process took 4 weeks. did anything happen? Qantas has built a reputation for excellence in safety, operational reliability, engineering and maintenance, and customer service. Excellent! Also, briefly talk about understanding the importance of upholding the company's image by being neatly groomed and in uniform (to appear professional and knowledgeable, etc.) I interviewed at Qantas in Feb 2023. Online application, Psych assessment, Video Q&A, Group assessment (role play, group activities) and one on one interview, References check, Background security check, Physical health assessment (seeing, hearing, lifting, steps, drug test), Call and email approved. Qantas Careers and Jobs Recruitment 2022-2023 | Airways Vacancies: Are you searching for the latest Qantas Airways Careers and Job Vacancy Announcements? Common problems addressed by the customer care unit that answers calls to [1^858^609^0482] include Change Flight, Baggage Problem, Refund Flight, Special Request, Flight Inquiry and other customer service issues. Write down what you think is important so you can reference it when youre in the role play. I applied online. The next steps were background and security checks and finally a thorough medical which is at your own expense. The Qantas Airways reservation number is +1832 (460)1113. Our date tracking prior to 2019 was not accurately kept. what decisions did you make? The process took 4 weeks. I applied the job via their website and Qantas sent a link for a digital interview, took 10 mins only. Great job! To build out your answer more, can you talk about all the hats you had to wear when you ran your own business? Great! 25 followers 25 connections. Upgrade your web browser for an enhanced experience. Firstly it was a one on one interview. More recently as a business owner, I've used the phone to handle many business matters. Basic question of how you handle conflict in a work place and tell me about a time you had conflict with a colleague etc. An active listener? It sounds like your experience is very relevant to the position. Download our free online tools for individuals with dexterity limitation. Free interview details posted anonymously by Qantas interview candidates. Group assessment; They will also be looking to hear about your own personal self awareness and that you are familiar with your strengths and weaknesses when it comes to communication and how this will impact your ability to provide great customer service at Qantas Airways. What would you bring? I applied online. No in-depth technical questions were asked. There may be additional role specific questions which you'll need to answer so we can consider your application. Interviews provide an opportunity for us to get to know you, and for you to obtain more information about Qantas and the role you've applied for. I applied online. As one of the front line staff who was talking with customers after really long waiting times, it didn't take long to realize that customers were very upset. How would you handle a combination of scenarios with competing priorities? ", Our Professional Interview CoachMarcie Wilmot Reviewed the Above Answer. When you applied for the job and read the job description, this likely would have been listed as a requirement. After that they sent me a e-mail and asked me to do a online recorded interview, witch you just had to answer some questions front of your phone and recorded it. Will you cover the medical costs. Supply Chain Management; Banking, Financial Services & Insurance (BFSI) Digital Marketing; Entrepreneurship; Business Analytics; Human Resource Management In my job, that was ensuring that cooler temperatures were taken and recorded at set times each day, making sure all packaged food was labeled with an expiration date and all uneaten food was disposed of properly and timely. As you respond to the question of what being a professional on the job means to you, it is important to understand that professionalism is defined as the level of excellence that is expected of a professional, and this definition directly applies to this role in the way that you handle yourself and your service to others while on the job. Dress to impress each - don't ask about other positions within the company or moving up as this can pose negatively as they want you interested in that role specifically At the end of each shift, I was responsible for balancing the cash and checks in my till against the transaction registered. If you're successful in being short-listed, you'll be invited to attend an assessment. "Success in my last two jobs really showcased my ability to multitask. Has this ever happened to you before? Adding an example will make your response more memorable and meaningful to the interviewer. I interviewed at Qantas (Sydney) in May 2021, Called in for face to face interview which took about an hour to go over questions from both parties. Customer Service Agent Interview. Copyright 2008-2023, Glassdoor, Inc. "Glassdoor" and logo are registered trademarks of Glassdoor, Inc. My current role in Customer Service finds me working with customers on processing their orders, checking shipping costs for them, and verifying current pricing on products. Until 31 March 2023, earn 100 Qantas Points per diner at over 18,000 restaurants around the world. I applied online. I was in a panic. If you were to talk to my references or any past colleague and manager, they would tell you that I am reliable in doing what I say and saying what I do at all times. The hiring process at Qantas takes an average of 39.68 days when considering 136 user submitted interviews across all job titles. The process took 7 weeks. The interviewer will be pleased that you want to keep the customer happy but will also only offer what is acceptable according to company policy. I made through all those things and was asked to completed police check, medical test which i paid my own (this thing is ridiculous). I received a scenario which you had to remember key information from. Earning points couldnt be easier. I interviewed at Qantas (Sydney) in June 2017. A poor customer experience and how did you handle 2. The familiar smiles are waiting to welcome you onboard. Qantas Airways Limited ABN 16 009 661 901, Mobile notifications, privacy and security, Fare Guide Information Economy Classic Rewards, Fare Guide Information Premium Economy Classic Rewards, Fare Guide Information Business Classic Rewards, Fare Guide Information First Classic Rewards, Your rights under the Australian Consumer Law, New Zealand Civil Aviation Act Information, Personal items, toiletries and medicinal items, Recreational and sporting petrol powered equipment, Taking medical equipment and medications onboard, Requirements Canadian Accessible Transportation, Qantas Frequent Flyer Earn Category tables, Physical Qantas Frequent Flyer card and kit distribution, Contact centres - enquiries and purchases from leisure travel customers, Group travel - tailors domestic and international travel arrangements for customers travelling in organised groups, Business travel - provides personalised travel management services to a wide array of corporate and government customers, Industry centre - dedicated support for the travel industry. They also asked if you are prepared to work shift work and work on public holidays and special occasions, eg Christmas. I applied online. I interviewed at Qantas in Feb 2023. Upgrade your web browser for an enhanced experience. Use your points for flights, upgrades, hotels, or car hire. Earning points couldnt be easier. Skilled in Banking, Operations Management, Consulting, and Retail. For work rights in other countries, contact the relevant authority for that country. they gave me 5 questions. The process took 3 months. The process took 2 weeks. Stage 3 was a group activity. At the end of each shift, I was required to sanitize and wipe down my register area and do any sweeping and mopping necessary. During this preparation, Customer Service Agents are asked to help restock the food, beverage, and other items on the plane, and also do some light cleaning in the cabin of the plane. Would you have any issues in doing this? Are you good at math? As you answer any questions related to your interpersonal skills and working with customers, be sure to talk about your listening skills, verbal communication skills, positive attitude, and empathetic approach, as these are all of the necessary skills needed to provide the best service possible to customers when spending small amounts of time with them. Part-time. Book your perfect holiday with a flight and accommodation package. Discover our Australian domestic and international network, airline partners and oneworld. This is listed in order of the recruitment steps I went through and the process for me personally was longer than I expected. I interviewed at Qantas in Feb 2023. Assure them that you will take this duty very seriously. ", "When I first started working I was a cashier for Woolworths and back then it was mainly cash, almost no eft pos, so I was experienced in handling cash, balancing the till, and being responsible for my register.". Restaurant and hotel reviews, photo galleries and travel articles. Qantas is an excellent company to work for. If you don't have direct experience with either of these duties, let your interviewer know that you are ready and willing to handle these tasks. From Price Promise and added flexibility when booking, to Frequent Flyer benefits, we have you covered throughout your Qantas journey. This would also be a great time to point out the benefits of flying with our airline so the customer knows that they are getting the best bang for their buck. The process took 9 months. To gauge how you think on your feet while providing great customer service, your interviewer is posing this tricky scenario to you. Discover our Australian domestic and international network, airline partners and oneworld. I applied online. It was a simple and comfortable process , mostly talking about prior experience, challenges, technologies used, achievements, etc. You . The process took 4 weeks. Have you ever worn a uniform at another job before? 15 Qantas Customer Service Agent interview questions and 11 interview reviews. The process took 2 months. Adding an example will strengthen your answer and make it more memorable to the interviewer. Is there an example you can cite of another time when you dealt with a customer who wanted a price match? Check outourlatesttravel dealsand Frequent Flyer offers, including flights on sale,hotel deals, car hire and more. Step 2; Invited to do an automated questionnaire. Book city tours, hop-on-hop-off buses, organised tours and more. There was about a month or two wait between each step. The process took 4 weeks. There was a question about working in a high pressure environment As you prepare for you interview, think back to a job you held where adherence to regulations was important in the work you performed, describe that experience to the interviewer, and explain the steps you took to ensure you were following all policies. Find departure and arrival information and view ouron time performance. Reviews from Qantas employees about working as a Customer Service Representative at Qantas. what was the resolution?. I then approached my supervisor which then led to a meeting with us all, after this mediation, we came to the conclusion that we would work together professionally and never had a problem again.". Track updates on extreme weather or other major issues that may impact your flight. It roughly took three hours, and you had a ten minutes break. Performing a high level of Customer Service for both domestic and international passengers Check-in duties, gate assist with passengers boarding and arriving flights Working on a 7-day rotating shift, processing payments and helping service all areas of domestic and . Book flights, multi-cityor round the world trips, search using our interactive mapor redeem a travel credit. You can submit an application for a role on our Careers site via the 'Apply' or 'Apply with LinkedIn' button located at the top of each job listing. You can track your Qantas Points, shop and more. In just three short months, we took a handful of proposals to our director that involved redistributing duties among our staff to be more streamlined in our work. After that they invited me to attend the Assessment day. . It's great that you have experience in this area. What is the interview process like at Qantas. "As you can see from my resume, I have very direct experience in the retail industry. "In my current role handling incoming customer calls to our business, I am often asked questions that I don't know the answer to. describe a time you have done your work above and beyond The process took 3 months. Find out more about our award-winning First and International Business cabins and more classes of travel on Qantas. Ground Crew/Ramp Agent - Sydney Airport. Emotionally intelligent? Information on migration to Australia can be obtained from the Department of Immigration and Multicultural AffairsOpens external site in a new window. Nice job! Bookcar hire,car specials, commercial vehiclesandairport transfers. By posing this question during your interview, your interviewer is looking to get a sense that you believe in safety first and will both obey all safety and security measures and promote them among your coworkers. I would soak in all in-person training and any online module training that I would be put through during my orientation. ", "Yes, I do! I organized weekly meetings for us to meet, and we started with brainstorming ideas and then putting our ideas into action. To help you prepare for a Customer Service Agent interview at Qantas Airways, here are 22 interview questions and answer examples. When did you have to say no to a customer. It will redirect you to the airline's official page. The more you fly, the faster you'll enjoy benefits like priority boarding; or earn points to unlock Points Club, where you'll enjoy benefits like lounge access, orThe Qantas Club to start your journey off right. This especially comes into play when you are . At this point in your interview, you need to be open and honest about any gaps in employment that you have and any blemishes that you have on your criminal record. Great! If the policy allowed, I would let the customer know that I would be happy to oblige their request. Prior to your interview with Qantas Airways, be sure to really think about what you truly believe is your greatest accomplishment during your career and make sure that it highlights some key qualities for this role as a Customer Service Agent. Book 10 or more passengers travelling to the same destination. If hired for this role, I would make mastering the systems I would be working in a top priority upon starting. Great employer. The process took 1 week. With this question, your interviewer will be looking to hear that you'll bring a professional attitude and demeanor to the Customer Service Agent job at Qantas Airways. Therefore, any date prior to 2019 might not be accurate. Customised deals, dedicated account management support, saving plans and travel policies for large companies who fly a lot. ", "Yes, I have had a few, many years ago I worked in a store and bakery where I would take calls and direct them to the right departments, take orders, deal with customer complaints, etc. The key point here is to be active in the group and show the assessor you are able to work within the group. What kind of businesses? How to apply. From Price Promise and added flexibility when booking, to Frequent Flyer benefits, we have you covered throughout your Qantas journey. I guess its for if were rights person for this position. Glassdoor has millions of jobs plus salary information, company reviews, and interview questions from people on the inside making it easy to find a job thats right for you. Emphasize that you're always focused on finding a solution that leaves the customer feels completely satisfied. Most importantly, be sure to talk about the things you learned in that job that you will be able to use in this role as a Customer Service Agent. I got chat interview with Qantas. As you can see from my resume, I have no gaps in employment over the last 15 years of my career since high school. They dont check tattoos if youve covered them with clothes, Hand eye coordination test Multiple interviews + Psych test Sim flight mirroring a twin under 5700kg Sim flight was relatively straight fwd. I interviewed at Qantas (Sydney) in Jun 2017. In high school, I worked for a food chain and took customer orders over the phone. Ways to check-in for your flight including online and on your mobile. He demanded that he receive a full refund for his order because the meal he had ordered had ketchup on the sandwich, and he wasn't aware of that. Since one of the other interview questions was about being neatly groomed and wearing a uniform, you might want to mention these here too. When you apply for a job, you'll provide us with confidential information about yourself.