qantas customer service agent recruitment process

Pass will be sent electronically . 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. What was your favorite team work and what did you do for it, the questions were behavioural based (situation based); Tell me about a time you had to work with a difficult co-worker? For some others I know the process was shorter and others much longer. Qantas are a good company to work for with regards to pay and conditions. Great job! This was followed by being invited to a Group Recruitment day at QANTAS training centre which included information presentations, activities and face-to-face interview. Working in a fast-paced, outdoor operational environment, you will load and unload customer baggage, transport it to terminals and aircraft and operate a range . Answer dates might appear two to three weeks before they were published. On top of each customer interaction being completely different, I'm also responsible for the tracking of daily sales reports and monthly reporting to our management. Stage 2 was a role play. Step 6; Invited to do a medial. The process took 3 months. describe a time you saw a staff were doing something dangerous great experience, I applied online. Be honest about the experience you have that relate to these two items. "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. 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. All of these experiences have taught me to be patient, empathetic, and solutions-oriented. I would ask a lot of questions of my new colleagues to help me better understand how the program works from a big picture standpoint, as well. 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. To help them in the best and most efficient way possible, I know our entire product catalog off the top of my head and also know our entire sales and marketing teams to be able to direct customers to the right person, when necessary. ", "I am very confident I would breeze through this, I have great computer skills and Im the past I would be the go-to girl to fix anyones computer issues, I have experience in accounting programs like Xero, and MYOB along with Microsoft Office, Word, and Excell! 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. The interviewer will appreciate that this isn't a problem for you. Therefore, any date prior to 2019 might not be accurate. Have you ever worn a uniform at another job before? With our interactive map it's easy to plan your next trip using money or Qantas Points. I had a chat interview for my first processing. If your interviewer asks you any questions during your interview about having a clean driving record, driving a Qantas Airways vehicle will likely be part of the job. This employer has not claimed their Employer Profile and is missing out on connecting with our community. Book city tours, hop-on-hop-off buses, organised tours and more. I interviewed at Qantas in Feb 2023. I also have a lot of experience in different point-of-sale programs and the Sage CRM program. 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. With our interactive map it's easy to plan your next trip using money or Qantas Points. For nearly a century now, Qantas has been bringing travellers together with the people they love - both from around Australia . Compare and book travel insurance for your next trip. How to connect with us through Social media platforms. Staff are great. To understand your ability to effectively handle this aspect of the job, your interviewer is posing this question to you. The first time you apply, you'll need to create an account with us. Stage 3 was a group activity. I applied online. . Qantas Airways was written by Kevin Downey and updated on July 19th, 2022. How come the meeting with your supervisor was so much more effective, and how did this meeting solve the problem exactly? "I have no issue being subjected to a criminal background check and employment verification. "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. Can you talk about a time when you worked effectively with others as part of a team? I chose your airline because my values align closely with your community engagement initiatives, sustainability efforts, and diverse culture of staff. Whether it's welcoming seasoned business travellers or checking in first time holiday makers, our Customer Service Agents deliver the first elements of service and customer care at the airport. Interviews for Top Jobs at Qantas. "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. The process took 2 months. Over my career, I've learned how to not let my emotions get the best of me. I applied online. Our interview questions and answers do not represent any organization, school, or company on our site. 3 . "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. 3. I received a scenario which you had to remember key information from. Basic question of how you handle conflict in a work place and tell me about a time you had conflict with a colleague etc. 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. ", "Yes, being a business owner I did need to know more than one role, sometimes I had to wear many hats!". The process took 2 weeks. There was about a month or two wait between each step. Earn Qantas Points on our huge range of accommodation options worldwide. why did you leave your previous job and why do you want to work with Qantas Book flights, multi-cityor round the world trips, search using our interactive mapor redeem a travel credit. Join Qantas Frequent Flyerorsubscribe to Red Email today. What did you accomplish while you operated them? Make your answer more meaningful by discussing them. Describe a time when you went gone over and beyond for a customer? I would suggest to really prepare yourself before going to the interview. I applied online. I applied online. A poor customer experience and how did you handle 2. This was a ridiculous joke of how Qantas recruitment team work. The Qantas Customer Service Agent recruitment process of online/offline way and submitting C/V at the official job portal by following the below details kindly check carefully. the questions were behavioural based (situation based); Tell me about a time you had to work with a difficult co-worker? 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. Bookcar hire,car specials,commercial vehiclesandairport transfers. I'm accustomed to talking to customers, suppliers, and contractors on the phone. It is just talking into the computer or phone (depending on what you use). What kind of businesses? I got chat interview with Qantas. We hire professional interviewers (people with multiple years of experience interviewing candidates) to help us create our interview questions and write answer examples. The key point here is to be active in the group and show the assessor you are able to work within the group. Excellent! If you've ever undergone a background or employment verification check for a past job, mention this as well. I got 5 questions based on my CV and resume. I applied online. If a coworker was being unsafe, would you talk to them about it? I knew that there were great options out there for automated phone systems to route customers to the correct person, but our management had been hesitant in the past to utilize a system like that. View Sonia Fernandes' profile on LinkedIn, the world's largest professional community. I interviewed at Qantas (Sydney) in Mar 2022, as group meeting that present of marketing about the company and individual interview that introduce your self and questions about job position and roll play when you meet hard customer, I applied online. This was followed by being invited to a Group Recruitment day at QANTAS training centre which included information presentations, activities and face-to-face interview, I applied online. Start your trip in the exclusive surrounds of one of our world class airport lounges. We had to come up with an ad campaign for Qantas. Did you develop an action plan with them? Then you need to click autofill with resume if you have a soft copy of your resume for cabin crew jobs. Travel and partner special offers available exclusively for our members. Designed for small to medium businesses. The process took 4 weeks. I interviewed at Qantas (Sydney) in Sept 2018. Qantas has built a reputation for excellence in safety, operational reliability, engineering and maintenance, and customer service. For work rights in other countries, contact the relevant authority for that country. I guess its for if were rights person for this position. As a bartender, multitasking was handling a room full of people, remembering their orders, and keeping the bar stocked in short order. Describe a difficult situation and how you overcame it: /Another two forms of the same question are also asked to test you. I applied online. If you have been in a similar type of customer service situation in the past, don't hesitate to talk about how you handled that situation, as well. Sort by: relevance - date. Qantas is committed to storing and managing your information in accordance with our Privacy Policy, and at all times you will have full access to view, update or even remove your profile. 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. If you do not complete and pass the relevant background checks, your job offer will be withdrawn. I also look forward to a career change with a diversity of roles each day.". In any customer service and sales type role, the ability to say no to a customer in a professional and even educational manner is extremely important. I interviewed at Qantas (Sydney) in Feb 2023. Compare and book travel insurance for your next trip. 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. Excellent! I found it daunting as you are receiving no feedback. The familiar smiles are waiting to welcome you onboard. Several examples include: 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. The medical costs approximately $450. Our customer service teams represent us on the ground and in the air. Track updates on extreme weather or other major issues that may impact your flight. Search Qantas timetables for Qantas, QantasLink and Jetstar flights. Beyond being friendly and reassuring, what other relevant skills do you have? Options for mobility and medical assistance and first-time flyers. ", "I would be so proud to wear Qantas uniform, be a representative of, and be a part of this great Australian company! 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. did anything happen? The process took 1 week. 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. I interviewed at Qantas (Sydney) in Jun 2017. Is there an example you can cite of a time when you had to say no to a customer? Use your points for flights, upgrades, hotels, or car hire. Have you ever had a difficult situation with a customer and how did you resolve it? Great! Getting to wear multiple hats? After seeing the data, management was supportive of the idea, and I led a team of staff that demoed new systems in the coming months. Use a customer-focused, needs-based review process to educate customers about insurance options. 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. Based on the urgency and importance of the tasks? Stage 2 was a role play. The keys to displaying your ability to help customers in this situation are honesty, timeliness, and follow-up with the customer. Step 7; Recieved job offer. how did you handle it? Rotating roster +1. I interviewed at Qantas (Sydney) in Sept 2018. Founded in 1920, they are one of the oldest airlines in the world. Qantas Airways Limited is an Australian airline headquartered in Sydney with hubs throughout the rest of the country. Step 7; Recieved job offer. Also, reiterate to the interviewer that you always strive to be professional. This is listed in order of the recruitment steps I went through and the process for me personally was longer than I expected. Customer Service Representative (Former Employee) - Melbourne VIC - February 21, 2020. why do you want to be a customer services? 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. To help you prepare for a Customer Service Agent interview at Qantas Airways, here are 22 interview questions and answer examples. Why do you want to be a customer service agent? The process took 3 weeks. To gauge how you think on your feet while providing great customer service, your interviewer is posing this tricky scenario to you. I called the Qantas Platinum Frequent Flyer line at 2:15am and told the customer service rep of my problem. Then I was invited to attend an assessment day which was fun and the staff were very friendly and welcoming. It sounds like your experience is very relevant to the position. Strengthen your answer by discussing the qualities you possess that make you proficient at handling cash. What about the company appeals to you? While your interviewer won't be looking for you to know the CASA regulations off the top of your head, they will be looking to hear that you have the ability to play by the rules if you are hired for this position. Bookcar hire,car specials, commercial vehiclesandairport transfers. Ground Crew/Ramp Agent - Sydney Airport. Adding an example will strengthen your answer and make it more memorable to the interviewer. Assure them that you will take this duty very seriously. Pretty much stay calm and try defuse and resolve the situation as the Customer is irritated. Describe the upfront and honest approach you would take with your customer and set a timeline for finding them an answer. Will you cover the medical costs. Prepare for questions about personal interests, previous work experience, and strengths. It roughly took three hours, and you had a ten minutes break. This especially comes into play when you are . "I consider my greatest accomplishment to be the time I helped lead a team of colleagues on a project to maximize our efficiency as a department. The process took 3 months. If so, mention this. Cashier duties require a strict attention to detail when accepting cash transactions and counting change back to customers. Copyright 2008-2023, Glassdoor, Inc. "Glassdoor" and logo are registered trademarks of Glassdoor, Inc. 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. I applied online. Ask The Interviewer: Work From Home Edition, Cover Letters are Hard to Write, But This is Why They Matter. Did you do anything notable? Marketing Metrics found that you have a 60 - 70% chance of selling to an existing customer. Great! I interviewed at Qantas (Melbourne) in Sept 2016, I applied on a Friday evening the following morning I received an online questionnaire, the following day I was then asked to complete webcam interview which I did straight away and then following day I was accepted for assessment day which was 2 days after I received the email. Interview questions and answer examples and any other content may be used else where on the site. Information about visas, health and more. Good 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. In my work there, providing a clean atmosphere and well-stocked products was extremely important. 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. As you answer, speak with enthusiasm and detail to really sell your interviewer on your answer. Salary ok. Just make sure you work for Qantas and not a contractor. Book 10 or more passengers travelling to the same destination. Cabin Crew (19) Customer Service Agent (9) Flight Attendant (9) Customer Service Representative (6) Manager (4) Analyst (3) . 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. Discover how you can start earning great rewards and savings simply for running your business. I applied online. Very quickly after starting this job, the importance of following all of these regulations was instilled in me by my manager. Asks whats one time where you had to disobey the rules. At the end of each shift, I was responsible for balancing the cash and checks in my till against the transaction registered. I interviewed at Qantas (Sydney) in Jun 2017. I love to brainstorm and hear other people's ideas and expand on them! If you have ever flown commercially, you know that all staff of the airlines look the part and walk the part of being a true professional on the job. ", Our Professional Interview CoachMarcie Wilmot Reviewed the Above Answer. ", "We were having trouble with employees putting in timesheets, so I researched online timesheets and found a solution to this, I proceeded to set this up, train the employees to use the timesheets, and then implemented their use, then each week all timesheets were automatically on my computer for processing.". I feel I can handle most situations with professionalism.". Dates shown above are approximate. Quick Apply. It's great that you set a routine for yourself. 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. Possible answers are. I am proficient in the entire Microsoft Office suite and am a go-to for colleagues on anything in Excel and PowerPoint. Group assessment; Empathetic? 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. 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. Good job! When you applied for the job and read the job description, this likely would have been listed as a requirement. I applied online. Group assessment; Looking for some holiday inspiration? 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. Discuss why your business would have suffered if you weren't familiar with every aspect of it. Download our free online tools for individuals with dexterity limitation. If I get a good vibe from them, I would continue to make conversation with them while also explaining anything I can about their upcoming departure. Customer Service Agent Interview. If so, discuss how you successfully handled this. This employer has not claimed their Employer Profile and is missing out on connecting with our community. The medical costs approximately $450. Very prompt. Lastly your Interview 2 on 1, one asks the questions as the other writes the answers you give. 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. Our date tracking prior to 2019 was not accurately kept. Had the opportunity to ask questions about the platform/technologies that a successful candidate would get to work on. Customised deals, dedicated account management support, saving plans and travel policies for large companies who fly a lot. Find out how to boost your businesses Qantas Points with a choice of American Express payment solutions. Step 5; Reference checks. Reviews from Qantas employees about working as a Customer Service Representative at Qantas. 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 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. If hired for this role, I would make mastering the systems I would be working in a top priority upon starting. I interviewed at Qantas in Feb 2023. During that one-on-one meeting, did your coworker explain their perspective? I applied online. One . Description: Customer Service Agent (Job Number: 025639) Work Type: Part-time. Why do you think you're a great fit for the role? This will give you the best chance of being short-listed for the next stage. 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.