Consultant Contact Centre (Japan)

• Provide expert customer service in fares, ticketing, and technical support across the Qantas Group.
• Assist with accurate fare construction and ticketing to support team goals and enhance customer experience.
• 12 Month Fixed Term opportunity based in our Tokyo office

As a Consultant Contact Centre you will be responsible for providing a high level of customer service and technical, fares and ticketing expertise to both internal and external customers and stakeholders within the Qantas Group. The position will be responsible for assisting with fare construction and interpretation and ticketing functions via various payment methods. This role requires a high level of accuracy and efficiency to drive positive customer experiences. They will work closely within the Sales & Marketing team under the direction of the Sales Supervisor and the Senior Sales Manager to ensure team goals and objectives are achieved.

To be considered for this role you will have:

• Possess 2+ years of experience in the aviation industry, with a tertiary qualification in business, sales, or aviation preferred.
• Maintain expert-level knowledge of Qantas products, systems, policies, and partner airline procedures to ensure accurate and efficient service delivery.
• Interpret and apply complex domestic and international fare rules to accurately calculate, construct, issue, and reissue tickets in line with commercial agreements.
• Ensure secure handling of accountable documents and strict adherence to audit and financial compliance requirements.
• Manage end-to-end sales transactions, including bookings, ticketing, refunds, and invoicing, while delivering exceptional customer support across multiple channels.
• Resolve complex customer inquiries and escalations related to airfares, loyalty programs, ticketing, and disruptions using advanced knowledge and decision-making skills.
• Use advanced reservation and fare calculation systems to deliver accurate travel solutions and troubleshoot customer issues.
• Initiate and manage outbound call campaigns and real-time communication for schedule changes, disruptions, delays, and customer recovery solutions.
• Identify service delivery issues and recommend improvements to enhance customer satisfaction and operational efficiency.
• Adhere to all Qantas Group policies, procedures, and compliance guidelines, including handling of exceptions and non-standard scenarios.
• Maintain a high standard of professionalism and deliver a consistent, positive customer experience as a single point of contact wherever possible.

Why Qantas?

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.  

• We have flexible leave options: Make use of leave and flexible working opportunities  
• We love to travel: Enjoy discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.  
• Social/health insurance coverage  
• We are a diverse team: Join a fun group of people that are knowledgeable, experienced and high achieving    

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application.  Your personal information will be kept confidential in compliance with relevant privacy legislation.  

Applications close: Friday 11th July 2025  

*** Please submit your resume in both Japanese and English, including a photo attachment ***

Please note: applications will only be considered for candidates who have the right to work in Japan without restriction or sponsorship.