To try and help them find a solution, I would work with them to find other available flights that would meet their schedule. what decisions did you make? ", "Yes, I do! Full-Time. I applied online. The process took 3 months. In my current job, I focus on safety by ensuring that lobby areas are clean and free of germs, and that there is no clutter in travel areas that would make for a tripping hazard. As you can see from my resume, I have no gaps in employment over the last 15 years of my career since high school. If you have a passion for being with people, a track record for excellent customer service and meet all of our essential requirements then you could be a Qantas Cabin Crew member. What would you bring? Qantas doesn't accept unsolicited resumes. Interview questions and answer examples and any other content may be used else where on the site. 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. Also, how exactly will this benefit you in this role? Buy flight and unique experience vouchers. I applied online. "Success in my last two jobs really showcased my ability to multitask. If hired for this role, I would make sure that I learn and adhere to all CASA regulations while on the job.". Customer Service Agent Interview. The first hour was just kind of introduce of the position and the company. I had a chat interview for my first processing. Celebrating their centenary in 2020, Qantas now flies more than 50 million passengers per year to more than 85 destinations in 14 countries and territories across the world. Rotating roster +1. You have provided a good definition of what being professional means to you. A lot of transactions were also handled by credit or debit cards, and I had to help customers work the self service pad for transactions. If you do have past experience in working a phone line, talk about that experience and the skills you used to provide great service. Finally, mention how much you like to drive and that you're looking forward to this aspect of the job. 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. Group assessment; Customer Service Representative (Former Employee) - Melbourne VIC - February 21, 2020. Expiry 03 March 2024 Firm price, if the ad is up the item is available. Qantas hires headhunters to find Joyce replacement The interviewer will appreciate that this isn't a problem for you. It consists of five questions. To understand your ability to effectively handle this aspect of the job, your interviewer is posing this question to you. Information about visas, health and more. Browse our travel recommendations for Australia and beyond. 10808. Were you the best cleaner on the team? The process took 1 week. I interviewed at Qantas (Melbourne). Why do you want to be a customer service agent? An active listener? 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.) 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 Browse our travel recommendations for Australia and beyond. Is there an example you can cite of a time when you had to say no to a customer? 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. The Civil Aviation Safety Authority is the controlling force over the commercial airline industry in Australia and its policies and regulations impact the day to day jobs of every staff member at Qantas Airways. At some point during your conversation, your interviewer will be looking to hear about your personal motivation for becoming a Customer Service Agent at Qantas Airways. I interviewed at Qantas (Brisbane) in July 2016. Founded in 1920, they are one of the oldest airlines in the world. I was in a panic. In my work, I put a lot of effort into ensuring that the workplace is as safe as it can be for all people who enter it. Being responsible? The familiar smiles are waiting to welcome you onboard. They would tell you that I have excellent communication skills, the ability to problem solve as part of a larger team, and that I bring a positive attitude to work on a daily basis. 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. Great job! We do not have advertisements on our pages but we do try to make money through paid-memberships. If you've already created your profile, you can sign in and access your application and personal information to . You . Join Qantas Frequent Flyerorsubscribe to Red Email today. Fluent in 3 different languages to help communicate with customers that might find a barrier while trying to express themselves. Be specific with your answers they want examples And how exactly do you prioritize? I would escort them and if needed hand them over to another staff member once there if I felt they still needed some kind of support". "Throughout my career, I've been working my way towards a role that is customer facing and customer focused in every aspect of the job, and after carefully researching my next move, this position is perfect for my skillset and career goals. This takes place over the phone or online and gives management a better sense of the candidate. Upgrade my browser. 1. We may utilise Behavioural Event Interview questions which are designed to get you to talk about how you responded to or handled specific situations or events in the past. We will not recognise an entitlement to an introduction or placement fee unless the agency has been briefed by a member of the Careers team on a specific position for which we've requested candidates via the Agency Portal. In my work there, providing a clean atmosphere and well-stocked products was extremely important. The familiar smiles are waiting to welcome you onboard. Is there an example you can cite of another time when you dealt with a customer who wanted a price match? I applied online. Earn Qantas Points on our huge range of accommodation options worldwide. how to verify an unverified sender in outlook. All the latest from the Qantas Frequent Flyer program including new partners, new rewards and more. 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. "I have no issue being subjected to a criminal background check and employment verification. . "If confronted with this situation on the job, I would be very cordial to the customer and explain the Qantas Airways' policy on competitor price matching. To really sell your ability to hit the ground running if hired for this position, talk to your interviewer about your plan to learn and master whatever programs are required for this role. Makes sense! As a cashier, I was responsible for making sure the the shelves were fully stocked around my register during my shift and I would do so at times when foot traffic at the registers was slow. I interviewed at Qantas (Sydney) in June 2017. Answer dates might appear two to three weeks before they were published. When it comes to relating to customers on the job, this means to be upfront and honest in both positive and negative situations with customers, and I don't shy away from hard conversations, when needed. First impressions count, so ensure your CV is up to date and highlights skills and experience relevant to the job for which you are applying. 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. This may be one or a combination of the following: interview, psychometric testing, assessment centre or in tray exercises. I interviewed at Qantas in Aug 2018. Step 4; Invited to an online group assessment. If so, discuss how you successfully handled this. I applied online. I received a scenario which you had to remember key information from. Request wheelchair assistance. You can submit an application for a role on our Careers siteOpens external site in a new window via the 'Apply' or 'Apply with LinkedIn' button located at the top of each job listing. Staff are great. This came at the request of our department director, and she tasked me with being the lead on the project because of my knowledge and experience in the department. Assessment day I attended the morning session (apparently there was also an afternoon) 16 people in total we were split into groups of 4 I interviewed at Qantas (Brisbane) in Jul 2016. Short seminar followed by a one on one interview. Did you develop an action plan with them? I applied online. Lastly your Interview 2 on 1, one asks the questions as the other writes the answers you give. Find information on travel requirements and more. I also look forward to a career change with a diversity of roles each day.". If in a situation like this at Qantas Airways, I wouldn't hesitate to approach the unreasonable person with confidence. 107 jobs. The process took 3 months. 1 X Digital Qantas Lounge Pass | INSTANT DELIVERY Had the opportunity to ask questions about the platform/technologies that a successful candidate would get to work on. I applied online the Qantas website and I got an email about a week later for chat interview. Great! With lots of ways to use your points, youll be sure to find something you like. Sort by: relevance - date. Group assessment; I interviewed at Qantas (Sydney) in Jun 2017. "In this particular situation, I would be very forthright with the customer and let them know that their desired flight is sold out and would refer to any particular policies that the airline has about overbooking with the customer. It consisted of being welcomed and then being split into different groups. Your interviewer will be looking to hear that you are able to handle the situation with ease at Qantas Airways. At the end of each shift, I was required to sanitize and wipe down my register area and do any sweeping and mopping necessary. Excellent! "In my current role, I work with customers over the phone and with those who come into our location in-person, and I'm most often the first face they see. For example, I worked in a bakery where I took calls and directed them to the right departments. 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. One is your written comprehansive test, easy read and answer the questions which are all in what you just read regarding door saftey. Be the first to find this interview helpful. I took the time to evaluate the two to three others I would invite to the project team and selected them based on their performance within the department. 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 In this role, you will be expected to know all of the details on flight scheduling, ticketing, baggage policies, and many other areas of the business, so you can explain details to customers in your interactions with them. Tried to book the same flights online and it said "flight full". If so, mention this. Whether youre booking your next holiday or flying for business or pleasure, you could be earning points on all sorts of things with our partners. Nice job! what was the resolution?. If policy didn't allow this, I would explain this to the customer and let them know why we have the policy in place. Step 4; Invited to an online group assessment. The keys to displaying your ability to help customers in this situation are honesty, timeliness, and follow-up with the customer. I interviewed at Qantas (Sydney) in Jun 2017. Nice job! Why do you want to be a customer service agent? We believe the journey should be as exciting as the destination. In high school, I worked for a food chain and took customer orders over the phone. In these situations, it is important that I know our staff, their expertise, and their daily schedules to be able to get customers in touch with the right person. Copyright 2008-2023, Glassdoor, Inc. "Glassdoor" and logo are registered trademarks of Glassdoor, Inc. To add to that, specific airports also have many safety and security protocols that all passengers and staff must adhere to. Several examples include: Be specific with your answers they want examples Can you talk more about what a heavy rigid driver's license is and why you got one? 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. In my current job, I work the phone lines for incoming service calls. This was a ridiculous joke of how Qantas recruitment team work. Restaurant and hotel reviews, photo galleries and travel articles. Well Overdue: Qantas' Woeful Customer Service Finally Gets Called Out Your interviewer will be looking to hear that you are an agile team player who gets along well with others, is able to take direction, and is able to grab the bull by the horns and take the lead, when needed. A poor customer experience and how did you handle 2. If you've ever undergone a background or employment verification check for a past job, mention this as well. 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. 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. What was the end result? what was the resolution?. ", "Yes, I have, working in Woolworths for many years, some of my jobs were just this, I worked as a night filler for many years and I also was tasked to clean each fresh food section each night, Bakery, meat section, and the deli section!". To build out your answer more, can you talk about all the hats you had to wear when you ran your own business?

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