To help you prepare for a Customer Service Agent interview at Qantas Airways, here are 22 interview questions and answer examples. All the latest from the Qantas Frequent Flyer program including new partners, new rewards and more. You might also mention that you would be honest about not knowing the answer but would assure the customer that you would find it out for them in a timely manner. You'll need to fulfil local residency, citizenship or visa requirements to live and work in the country where the position is based at the time of application. I applied online the Qantas website and I got an email about a week later for chat interview. We do this by creating interview questions that we think you might be asked. after initial interview was called for a role play via video call, Anonymous Interview Candidate in Melbourne, I applied online. describe a time you solved a problem without any others help. 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. Check outourlatesttravel dealsand Frequent Flyer offers, including flights on sale,hotel deals, car hire and more. Have you ever worn a uniform at another job before? Book 10 or more passengers travelling to the same destination. The process took 3 months. The best part of the job is the amazing staff who make the airline what it is. We believe the journey should be as exciting as the destination. Get the latest flight sales, accommodation offers, travel inspiration and more straight to your inbox. Great job! Can you talk about a time when you worked effectively with others as part of a team? This may be one or a combination of the following: interview, psychometric testing, assessment centre or in tray exercises. 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 . Download our free online tools for individuals with dexterity limitation. It roughly took three hours, and you had a ten minutes break. Copyright 2008-2023, Glassdoor, Inc. "Glassdoor" and logo are registered trademarks of Glassdoor, Inc. 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. Find departure and arrival information and view ouron time performance. I interviewed at Qantas (Sydney, NS). If yes, we have great news for you. describe a time you saw a staff were doing something dangerous State you would be proud to work for a company that is so dedicated to helping the environment. Basic question of how you handle conflict in a work place and tell me about a time you had conflict with a colleague etc. how did you handle it? I found it daunting as you are receiving no feedback. Meeting as a Group. This employer has not claimed their Employer Profile and is missing out on connecting with our community. The process took 9 months. Information about visas, health and more. When did you have to say no to a customer. The first part is an online interview. It was 5 questions about customer services. For some others I know the process was shorter and others much longer. This employer has not claimed their Employer Profile and is missing out on connecting with our community. I guess its for if were rights person for this position. 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. 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. Great! Customer Service Agent Interview. You have provided a good definition of what being professional means to you. Therefore, any date prior to 2019 might not be accurate. We stayed off with a presentation followed by a group activity that we then had to present to our assessors. All Qantas employees are required to pass a security check. Staff are great. Some of these questions were timed. If the policy allowed, I would let the customer know that I would be happy to oblige their request. Qantas Psychometric Test, Recruitment process, Interview Questions & Pilot Assessment Online Preparation - 2023 What Is Qantas? I interviewed at Qantas (Melbourne). How would you handle a combination of scenarios with competing priorities? Nice job! 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. As you talk about maintaining your composure and talking to them in a friendly yet professional tone, make sure you talk about the need to refer to Qantas Airways policies regarding this situation. The process took 4 weeks. 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 Track updates on extreme weather or other major issues that may impact your flight. I made through all those things and was asked to completed police check, medical test which i paid my own (this thing is ridiculous). If apply for a Qantas jobs as customer services in Bangkok $ 35 per year will be standard salary? Great! And how exactly do you prioritize? Download our free online tools for individuals with dexterity limitation. The purpose of this page is to help you prepare for your job interview. Qantas has hired headhunters to find a replacement for Alan Joyce as the airline seeks to replace arguably the most polarising figure in corporate Australia. Airline Customer Service Agents are often the face of Qantas Airways to passengers. Good job! I applied online. What is the interview process like at Qantas. We're constantly challenging ourselves to reimagine our customer experience, and work hard to connect . One shift I was working as the night lead, we had a very angry customer from our drive through who came into the store after receiving his order. The key point here is to be active in the group and show the assessor you are able to work within the group. I interviewed at Qantas (Melbourne) in Jun 2017. It consists of five questions. They also asked if you are prepared to work shift work and work on public holidays and special occasions, eg Christmas. You must create your own answers, and be prepared for any interview question in any interview. Wow! the rest of them i need to explain it. "Success in my last two jobs really showcased my ability to multitask. Around 20 of us were arranged to seat in a area, professionally dressed. How to Answer: Why Do You Want to Work Here? 2 of them, i just need to say yes or no. We hire professional interviewers (people with multiple years of experience interviewing candidates) to help us create our interview questions and write answer examples. We had to come up with an ad campaign for Qantas. Freight - cargo, express, airmail, freighters, charters and customs clearance services. Detail-oriented? I interviewed at Qantas (Sydney) in Sept 2018. The process took 2 months. Use a customer-focused, needs-based review process to educate customers about insurance options. Check yourpoints balance,transfer points,update your details,claim missing points,top-up points,manage bookingsand more. See the complete profile on LinkedIn and discover Sonia's connections and jobs at similar companies. Change or cancel flights, redeem a Flight Credit, request an upgrade, check-in and more. Interview questions and answers were updated by Ryan Brunner on May 13th, 2021, Interview questions and answers were first added on May 15th, 2021. How long did you run them? "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. 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. A poor customer experiences and how did you handle it. 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. "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. Nice! I think they were two to three minutes each. Keep in mind, you should explain any gaps in employment with a legitimate reason, and you should address anything on your criminal record, even if it is something as small as a simple speeding violation in a vehicle. This is listed in order of the recruitment steps I went through and the process for me personally was longer than I expected. View Sonia Fernandes' profile on LinkedIn, the world's largest professional community. If you do have past experience in working a phone line, talk about that experience and the skills you used to provide great service. What are you most excited about when it comes to the role? Accepted Offer. In my current job, I work the phone lines for incoming service calls. 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. Find out how to change your booking, contact your local Qantas Office and get answers to other questions. I applied online. "I have no issue being subjected to a criminal background check and employment verification. I applied online. This job really helped me think on my feet and build a great short term memory when handling many requests at the same time. Get More Information About Our Qantas Airways Interview Questions. Apply for Customer Service Agent Perth at Qantas Airways Limited today! Our call center temp agency focuses on results . Also, talk to the interviewer about how this experience will allow you to hit the ground running at their company. It sounds like your experience is very relevant to the position. That's definitely very impressive. . 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. Short seminar followed by a one on one interview. In fact, I hold a heavy rigid driver's license and have an impeccable driving record.". 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. Earn Qantas Points on our huge range of accommodation options worldwide. A strong communicator? What is the hiring process for remote jobs at Qantas? Without being asked, I also kept my register area clean throughout my shift to provide a safer area for my customers. I had a chat interview for my first processing. 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. "As you can see from my resume, I have very direct experience in the retail industry. Be specific with your answers they want examples ", "Not at all, I would be very proud to be representing Qantas, but I also love to look good and take pride in myself. I would soak in all in-person training and any online module training that I would be put through during my orientation. How to connect with us through Social media platforms. If fortunate enough to join the Qantas Airways team, I would bring this same level of dedication and leadership to the customer service team.". If you have any sort of cashier or other cash handling experience, be sure to let your interviewer know what that job entailed in this regard. 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. 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. I found it daunting as you are receiving no feedback. ", "I am assertive and attentive, and I will listen and respond directly, but I know when to use empathy when required or be more direct if need be. More recently as a business owner, I've used the phone to handle many business matters. Discover how you can start earning great rewards and savings simply for running your business. Deals on Qantas flights across a range of Australian and international destinations. Makes sense! Work life balance is great. Firstly it was a one on one interview. I applied online. Excellent! Describe a time when you had to deal with a difficult customer, what was Th outcome and what would you have done differently. A poor customer experiences and how did you handle it. The only item that shows up on my criminal record is a reckless driving violation I received eight years ago for driving too fast in icy conditions and hitting a tree alongside the roadway.". I interviewed at Qantas (Sydney) in June 2017. Step 2; Invited to do an automated questionnaire. 25 followers 25 connections. Copyright 2008-2023, Glassdoor, Inc. "Glassdoor" and logo are registered trademarks of Glassdoor, Inc. While it isn't important to know the actual policies of Qantas Airways, it is important that you point out to your interviewer that you would be aware of the policy if you were hired as their next Customer Service Agent, and that you would clearly communicate that policy to the 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. 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 process took 2 days. In your answer, don't hesitate to give examples of how you've worked as part of a larger team in the past. Great employer. "I do have a valid driver's license and have held mine without any restrictions since I was 17 years old. With the pizza chain, it was knowing our entire menu off the top of my head and knowing the hot specials each day. Search Qantas timetables for Qantas, QantasLink and Jetstar flights. The first hour was just kind of introduce of the position and the company. Because you will be working face to face with both customers of the airline and staff as well, your interviewer wants to know that you are comfortable in your own shoes when it comes to communication on the job. 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. Finally, mention how much you like to drive and that you're looking forward to this aspect of the job. What did you accomplish while you operated them? Book your perfect holiday with a flight and accommodation package. Discover our Australian domestic and international network, airline partners and oneworld. To add to that, specific airports also have many safety and security protocols that all passengers and staff must adhere to. 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. Ask The Interviewer: Work From Home Edition, Cover Letters are Hard to Write, But This is Why They Matter. Aug 2022 - Present8 months. As you answer, keep this in mind. Then I was invited to attend an assessment day which was fun and the staff were very friendly and welcoming. Customer Service Agent (Current Employee) - Melbourne Airport VIC - 21 January 2021. I applied online. 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.". Upgrade your web browser for an enhanced experience. The process took 1 week. tell me about a time that you provided exceptional customer service. The Qantas Airways reservation number is +1832 (460)1113. It was an very open question to be answered so yeah good luck to everyone that applies et. It was a simple and comfortable process , mostly talking about prior experience, challenges, technologies used, achievements, etc. Looking for some holiday inspiration? Payment from customers definitely could be in person at the airport, so having experience here is a plus. This question calls for a pretty simple and honest response, where you confirm your license status and also talk about your driving record in an open and honest manner. Stage 2 was a role play. He was berating our cashier and having heard this from the kitchen area, I immediately went out to try and calm the situation down. It was 5 questions about customer services. To build out your answer more, can you talk about all the hats you had to wear when you ran your own business? Stage 2 was a role play. ", "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! Step 6; Invited to do a medial. "Qantas please help me! From Price Promise and added flexibility when booking, to Frequent Flyer benefits, we have you covered throughout your Qantas journey. As an Agent Team Member, you will receive. Fly with us and discover the Qantas difference. I interviewed at Qantas (Melbourne). What ideas have you brought to a previous role that have benefitted other staff? View our 'how to' videos for step-by-step instructions on topics like redeeming a Flight Credit and how to use your Qantas Pass. I got 5 questions based on my CV and resume. Also, reiterate to the interviewer that you always strive to be professional. "I've always been a very caring individual that wants people to be safe and happy at all times. Free interview details posted anonymously by Qantas interview candidates. Choose one of our practice interviews to help you better prepare for your upcoming interview. The interviewer will appreciate that this isn't a problem for you. Terms and conditions apply. Melbourne Airport. 13 Qantas Customer Service Agent interview questions and 9 interview reviews. I made the decision to monitor our customer wait times and track the total number of complaints that we were getting for a week long period before approaching our management about the need for an upgraded phone system. Start your trip in the exclusive surrounds of one of our world class airport lounges. Great job! Request wheelchair assistance. Why did you decide to move on from them? 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. Did you develop an action plan with them? The familiar smiles are waiting to welcome you onboard. Deals on Qantas flights across a range of Australian and international destinations. Looking for some holiday inspiration? Assure them that you will take this duty very seriously. Description: Customer Service Agent (Job Number: 025639) Work Type: Part-time. I applied online. Marketing Metrics found that you have a 60 - 70% chance of selling to an existing customer. When you call this number, you'll be connected with a customer service representative who can help you with all your needs. Have you ever had a difficult situation with a customer and how did you resolve it? All the latest from the Qantas Frequent Flyer program including new partners, new rewards and more. My colleagues have always appreciated my ability to speak my mind and not be withdrawn in the workplace. I applied online. Earn Qantas Points on our huge range of accommodation options worldwide. If so, mention this. The hiring process at Qantas takes an average of 39.68 days when considering 136 user submitted interviews across all job titles. Able to implement experience over the past several years to ensure that customer satisfaction is matched. Some of these questions were timed. Another station to do your height reach test and have your documents checked over. Then you need to click autofill with resume if you have a soft copy of your resume for cabin crew jobs. To help keep the passengers and the entire crew at Qantas Airways safe and well, the airline industry has strict safety requirements that all employees need to adhere to. 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. Compare and book travel insurance for your next trip. 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 . Have you ever had a job where you provided service over the phone? Each area is marked : role play - interview- group activity and that is how you are successful all based on points, The process took 3 months. Then there was a one on one interview, Find a Great First Job to Jumpstart Your Career, Stand Out From the Crowd With the Perfect Cover Letter, How to Prepare for Your Interview and Land the Job. "In my current role handling incoming customer calls to our business, I am often asked questions that I don't know the answer to. Track updates on extreme weather or other major issues that may impact your flight. 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. The regulations require commercial airlines like Qantas Airways to run criminal background checks on prospective employees, and there is a specific list of criminal activities that can automatically disqualify your candidacy for the job. I applied the position online, and it took one month to process. Quickly jumped on the Internet and checked and the flights were gone. I chose your airline because my values align closely with your community engagement initiatives, sustainability efforts, and diverse culture of staff. In high school, I worked for a food chain and took customer orders over the phone. The process took 9 months. Glassdoor users rated their interview experience at Qantas as 71.6% positive with a difficulty rating score of 3.00 out of 5 (where 5 is the highest level of difficulty). And if you speak any other languages besides English. 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. Step 5; Reference checks. Common stages of the interview process at Qantas according to 136 Glassdoor interviews include: 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. As you reflect back upon your career, try to think of a time when you can demonstrate your ability to identify a problem, hypothesize a solution, and then set the wheels in motion to make the change a reality. The process took 1 week. The process took 1 week. Emotionally intelligent? Search and book from over 15,000 cruise itineraries. It is just talking into the computer or phone (depending on what you use). For example, I worked in a bakery where I took calls and directed them to the right departments. How to connect with us through Social media platforms. why did you leave your previous job and why do you want to work with Qantas why do you want to be a customer services? what decisions did you make? Get the latest flight sales, accommodation offers, travel inspiration and more straight to your inbox. Interviews for Top Jobs at Qantas. Describe a time your received negative feedback from management or a guest how did you react and what was the outcome, Describe a time you went above and beyond for a customer and what was the outcome. 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. 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. ", "I take safety seriously and take care to keep customers and staff safe by adhering to Qantas safety protocols, I would make myself aware of safety standards and implement these and keep up to date on any changes.". This employer has not claimed their Employer Profile and is missing out on connecting with our community. 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. This takes place over the phone or online and gives management a better sense of the candidate. The process took 3 weeks. describe a time you have done your work above and beyond 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. Cabin Crew (19) Customer Service Agent (9) Flight Attendant (9) Customer Service Representative (6) Manager (4) Analyst (3) . Since one of the other interview questions was about being neatly groomed and wearing a uniform, you might want to mention these here too. Until 31 March 2023, earn 100 Qantas Points per diner at over 18,000 restaurants around the world. customer service agent qantas jobs. Your new position as Customer Service Agent will see you performing in a professional and consistent manner to ensure the various sections achieve their customer service standards. During that one-on-one meeting, did your coworker explain their perspective? 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. great experience, 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. Use your points for flights, upgrades, hotels, or car hire. ", "Yes, being a business owner I did need to know more than one role, sometimes I had to wear many hats!". I applied online. Empathetic? You . Bookcar hire,car specials,commercial vehiclesandairport transfers. 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. If I got the strong sense that they were in distress, I would switch into helper mode with them to try and put their mind at ease while flying with Qantas Airways. Write down what you think is important so you can reference it when youre in the role play. If you're successful in being short-listed, you'll be invited to attend an assessment. You come across as very level-headed, reasonable, and balanced.