![]() ![]() Your rights under the Australian Consumer Law.Fare Guide Information First Classic Rewards.Fare Guide Information Business Classic Rewards.Fare Guide Information Premium Economy Classic Rewards.Fare Guide Information Economy Classic Rewards. ![]() You can track your Qantas Points, shop and more.įrom Price Promise and added flexibility when booking, to Frequent Flyer benefits, we have you covered throughout your Qantas journey.īook flights, multi-city or round the world trips, search using our interactive map or redeem a travel credit. Get the latest flight sales, accommodation offers, travel inspiration and more straight to your inbox.īook and manage your trip with features such as check-in, seat selection and boarding pass access. ![]() Search Qantas timetables for Qantas, QantasLink and Jetstar flights. Fly with us and discover the Qantas difference.ĭiscover our Australian domestic and international network, airline partners and oneworld. The familiar smiles are waiting to welcome you onboard. We believe the journey should be as exciting as the destination. Looking for some holiday inspiration? Browse our travel recommendations for Australia and beyond.ĭeals on Qantas flights across a range of Australian and international destinations.Ĭheck out our latest travel deals and Frequent Flyer offers, including flights on sale, hotel deals, car hire and more.įind out more about our award-winning First and International Business cabins and more classes of travel on Qantas.įind out more about inflight dining, entertainment, seat maps and more. With our interactive map it's easy to plan your next trip using money or Qantas Points. The last 20 to 30 minutes of my shift are dedicated to working on follow up or projects that could not be address between phone calls.Restaurant and hotel reviews, photo galleries and travel articles. If a trend or pattern with wide-area affect arises, I consult with my teammates and team manager to confirm the trend and report the issue to the appropriate department to address. I may also complete follow up calls with customers when needed if call volume allows. These teams may include credit review, security operations, technical support, site management, etc.ĭuring low call volume, I respond to responses from the above mentioned departments, and take any action needed to finalize or resolve given issues. I am tasked with evaluating and processing these requests and/or filtering to the appropriate teams for additional action when necessary. They do work hard to ensure their employees' shifts work well with their personal lives and provide 30-day sabbaticals every 5 years, which is a wonderful practice.Ī typical day begins with a 15 minute to hour long team meeting to discuss trends, policy updates, initiatives, tactics for addressing active issues and challenges.Īfter the meeting concludes, I sign into a inbound call que to take inquiries from front line customer service and handle escalations when customers request a supervisor or manager.īetween calls special requests may be delivered via electronic ticket distribution or email. Overall, the failure to effectively communicate, having redundant meetings that do not address the real issues, and taking the stance of "if you don't like it here then get out" provides a stifling atmosphere in which agents are expected to be doing their best. Additionally, the majority of meetings (of which there are many) fail to resolve these lapses in communication and primarily consist of placing blame on agents. This results in agents attempting to "cut corners" or focus solely on stats instead of doing the right thing and also results in inconsistencies. The standards are unobtainable because they vary according to the opinions and work standards of each shift/supervisor and do not solely rely on the procedural information available to all agents. ![]() However, upper management fails the agents in having expectations that are unrealistic. There is a high demand for the best quality of work in the least amount of time available, which is an understandable expectation of any business. The most challenging aspect of my role is the lack of effective communication from upper management. The agents in my department are pleasant, knowledgeable, and are experts in a variety of topics/fields. We have set review standards and guidelines. ![]()
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