qantas customer service agent recruitment process qantas customer service agent recruitment process

One . It consisted of being welcomed and then being split into different groups. Interviews for Top Jobs at Qantas. Beyond being friendly and reassuring, what other relevant skills do you have? They will also be looking to hear about your own personal self awareness and that you are familiar with your strengths and weaknesses when it comes to communication and how this will impact your ability to provide great customer service at Qantas Airways. 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. 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. 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. 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. Step 3; Invited to do a psychometric test. Cashier duties require a strict attention to detail when accepting cash transactions and counting change back to customers. My current employer is required to run a criminal background check on our staff every two years. 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. What would you bring? The first step is usually a preliminary Qantas interview. 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. In fact, I hold a heavy rigid driver's license and have an impeccable driving record.". 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. Is was good kit much to expect and they want you to answer must research. And don't forget to directly answer the question. Salary ok. Just make sure you work for Qantas and not a contractor. Interviews for Top Jobs at Qantas. I received a scenario which you had to remember key information from. That's definitely very impressive. Apologizing and then trying to find the answer or passing the customer along to someone who can help them are all great ways to assist someone with a question you don't know how to answer. I am proficient in the entire Microsoft Office suite and am a go-to for colleagues on anything in Excel and PowerPoint. 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. 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). Did you strive to go above what was required of you? Would you have any issues in doing this? Skilled in Banking, Operations Management, Consulting, and Retail. The process took 1 week. ", "I would explain to them I would look into this for them but I can only comply with Qantas policies, but assure them I would do the best I can and explain to them what Qantas has to offer for the money they may spend!". Step 2; Invited to do an automated questionnaire. Short seminar followed by a one on one interview. Be the first to find this interview helpful, About yourself, experiences, abilities and character. We're constantly challenging ourselves to reimagine our customer experience, and work hard to connect . View Sonia Fernandes' profile on LinkedIn, the world's largest professional community. ", "Yes, I do! Connect with a local pet sitter to mind your pet while you're on holiday. Qantas has built a reputation for excellence in safety, operational reliability, engineering and maintenance, and customer service. The process took 4 weeks. 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. The process took 9 months. 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. Describe a time when you had to deal with a difficult customer, what was Th outcome and what would you have done differently. At Qantas Airways, you would be expected to come to work each shift in uniform and neatly groomed. This is listed in order of the recruitment steps I went through and the process for me personally was longer than I expected. Whether you're looking to make a new reservation or modify an existing one, the customer service team at is more than happy to assist you. Can you talk more about what a heavy rigid driver's license is and why you got one? An active listener? I interviewed at Qantas (Sydney) in June 2017. Choose one of our practice interviews to help you better prepare for your upcoming interview. With our interactive map it's easy to plan your next trip using money or Qantas Points. Then we had group activity and interview with a Qantas staff. . If a coworker was being unsafe, would you talk to them about it? 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. Get hired today! Customer Service Agents. One minute you can be working with customers on ticket transactions and the next minute you will be needed to contact customers who had a flight rescheduled, so your ability to stay organized is critical. Your interviewer will look to gain insight on your ability to multitask by having you share about a past job where you had to be an effective multitasker. I interviewed at Qantas (Brisbane) in July 2016. 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. . 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. The process took 3 months. Are you good at math? This employer has not claimed their Employer Profile and is missing out on connecting with our community. Discuss why your business would have suffered if you weren't familiar with every aspect of it. Do you use a calendar, planner, or another tool to record and view this routine? The process took 1 week. By posing this question during your interview, your interviewer is looking to get a sense that you believe in safety first and will both obey all safety and security measures and promote them among your coworkers. The process took 2 weeks. We believe the journey should be as exciting as the destination. Founded in 1920, they are one of the oldest airlines in the world. Describe a difficult situation and how you overcame it: /Another two forms of the same question are also asked to test you. To build out your answer more, can you talk about all the hats you had to wear when you ran your own business? The process took 3 months. Final part was a team activity where you are in a life raft scenario and they watch to see your answers and how you work in a team. Cabin Crew (19) Customer Service Agent (11) Flight Attendant (9) Customer Service Representative (6) Manager (4) . In each of those roles, the key to my success was mastering the business and the products that I worked with. Find out more about our award-winning First and International Business cabins and more classes of travel on Qantas. All interview questions are created by MockQuestions.com and are not official interview questions for any organization listed on MockQuestions.com. At Qantas Airways, you would be expected to come to work each shift in uniform and neatly groomed. What would you bring? Step 4; Invited to an online group assessment. Assure them that you will take this duty very seriously. Good job! I found it daunting as you are receiving no feedback. Step 5; Reference checks. What was your favorite team work and what did you do for it, Glassdoor users rated their interview experience at. "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. But go into more detail about why you would be so proud. "During my time in the restaurant industry, we had to follow strict FSANZ guidelines in our work. Get More Information About Our Qantas Airways Interview Questions. 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. Possible answers are. The purpose of this page is to help you prepare for your job interview. The process took 2 months. ", "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.". Why? Cabin Crew (19) Customer Service Agent (9) Flight Attendant (9) Customer Service Representative (6) Manager (4) Analyst (3) . 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. These may be used as an additional objective, reliable and relevant assessment method. In my current job, I work the phone lines for incoming service calls. The medical costs approximately $450. Why were you the one who took the initiative to solve this problem? Remind the interviewer of how excited you are to familiarize yourself with their company. If you were to talk to my references or any past colleague and manager, they would tell you that I am reliable in doing what I say and saying what I do at all times. I applied online the Qantas website and I got an email about a week later for chat interview. I think they were two to three minutes each. To really sell them on your ability to join their team and make an immediate impact now and into the future, try to focus your answer on the customer service aspects of the job because it is the heart and soul of the role and should be the reason why you are applying for this position. I've called seven times to try to book my round-the-world flight with the oneworld alliance.I have sat on hold 2-5 hours each time, I have then gotten through, given all my details of my six family members and flight details, and worked with the agent for up to 3 hours to work out the flights usually in the middle of the night by the time we finish only to be cut off . 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 interviewed at Qantas in Feb 2023. Mar 3, 2023 - 5.44pm. All Qantas employees are required to pass a security check. No in-depth technical questions were asked. We had to come up with an ad campaign for Qantas. The process took 3 weeks. If you're successful in being short-listed, you'll be invited to attend an assessment. Several examples include: Prepare for questions about personal interests, previous work experience, and strengths. Find out more about inflight dining, entertainment, seat maps and more. describe a time you have done your work above and beyond 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. I also look forward to a career change with a diversity of roles each day.". Qantas Airways Limited is an Australian airline headquartered in Sydney with hubs throughout the rest of the country. Discover how you can start earning great rewards and savings simply for running your business. 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. Use your points for flights, upgrades, hotels, or car hire. Fly with us and discover the Qantas difference. Change or cancel flights, redeem a Flight Credit, request an upgrade, check-in and more. "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. Good job! Melbourne Airport. 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 . Excellent! Earn Qantas Points on our huge range of accommodation options worldwide. Adding an example will make your response more memorable and meaningful to the interviewer. What ideas have you brought to a previous role that have benefitted other staff? Worth working for the company as you have one of the best people to work with, great benefits, and interesting work that can help you evolve. . Download our free online tools for individuals with dexterity limitation. To get at your ability to be as knowledgeable as possible in this role, your interviewer is asking this question to see if you've had to do this in any previous roles you've held. Find departure and arrival information and view ouron time performance. Work life balance is great. 3. Pretty much stay calm and try defuse and resolve the situation as the Customer is irritated. Restaurant and hotel reviews, photo galleries and travel articles. As you answer, try to focus on the things you did over the phone to provide the best service possible to prove your worth in this role with Qantas Airways. The interviewer will be pleased that you're both assertive and empathetic, as well as an active listener. Our cabin crew represent us in the air and deliver best in class service and customer care. Would you have any issues in doing this? During this preparation, Customer Service Agents are asked to help restock the food, beverage, and other items on the plane, and also do some light cleaning in the cabin of the plane. Have you ever had a difficult situation with a customer and how did you resolve it? Until 31 March 2023, earn 100 Qantas Points per diner at over 18,000 restaurants around the world. We proudly provide the highest levels of service and support to our customers. I applied online. The next steps were background and security checks and finally a thorough medical which is at your own expense. I applied the position online, and it took one month to process. 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. Work with the agent to develop and maintain a digital marketing system to promote the office. 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. 13 Qantas Customer Service Agent interview questions and 9 interview reviews. I explained to him that while our drive through menu did explain all condiments on the sandwiches, I'd be happy to have another sandwich made to his order at no extra cost. Prior to applying to and interviewing at Qantas Airways as an Airline Customer Service Agent, it is important to know that there are strict regulations for background checks for airline staff. Great! Did you develop an action plan with them? Applicants must be Australian or New Zealand permanent residents. Group assessment; "I'm a person who always wears their heart on their sleeve and speaks what's on my mind at all times. I got 5 questions based on my CV and resume. If you were to be hired as the next Customer Service Agent at Qantas Airways, you would be receiving payment from passengers for flight tickets. ", "When I first started working I was a cashier for Woolworths and back then it was mainly cash, almost no eft pos, so I was experienced in handling cash, balancing the till, and being responsible for my register.". Qantas Airways Interview Questions To help you prepare for a Qantas Airways job interview, here are 35 interview questions and answer examples. The best part of the job is the amazing staff who make the airline what it is. Request wheelchair assistance. Browse our airport guides and lounge network information. 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. I interviewed at Qantas (Brisbane) in Jul 2016. I interviewed at Qantas (Melbourne) in Sep 2018, An online application process followed by a request to submit a video interview with customer service related questions. Over my career, I've learned how to not let my emotions get the best of me. It was 5 questions about customer services. If you answered yes to these questions, working for a State Farm independent contractor agent may be the career for you! I would let the customer know that I am unable to answer their question, but that I want to make sure it gets answered, and I'd work quickly to contact the right person for the answer. The process took 3 months. Emphasize that you're always focused on finding a solution that leaves the customer feels completely satisfied. Reviews from Qantas employees about working as a Customer Service Representative at Qantas. Terms and conditions apply. On top of letting the customer know that you can't meet their need with this particular request, it is more important that you use your ability to problem solve and provide the best service possible by taking the time to search for more options for the customer. 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 Can you give an example of a time when your communication style proved beneficial or helped you accomplish something?