Job Description

About the role

As a Guest Contact Centre Agent, you will play an important role in supporting Virgin Australia guests throughout their journey.

You may assist guests with new bookings, flight changes, cancellations, special service requests, refunds, group travel, complex enquiries and service recovery. Some roles may involve supporting our most frequent flyers and Premium guests, while others focus on specialised case management, sales support or resolving more complex guest concerns.

Our Guest Contact Centre operates as a flexible workforce. In accordance with operational requirements, team members may be trained and assigned to different teams or areas of work across the Guest Contact Centre. We are currently recruiting for opportunities within our Group Sales team. This team supports organisers of groups of 10 or more passengers with their travel needs, building positive and lasting client relationships through exceptional customer service.

Key responsibilities

• Respond to guest enquiries across phone, email and digital channels.
• Assist with bookings, itinerary changes, cancellations and general travel enquiries.
• Understand guest travel needs and provide tailored solutions, including complex itineraries, group travel, special service requests and service recovery.
• Build positive relationships with guests, travel partners and internal stakeholders to deliver seamless service and identify opportunities to enhance guest loyalty and drive sales.
• Process refunds and support service recovery where required.
• Support Premium guests, group travel and other specialised areas of the Guest Contact Centre.
• Manage guest concerns with empathy, professionalism and sound judgement.
• Accurately record guest interactions and complete associated administrative tasks.
• Work collaboratively with colleagues and other Virgin Australia teams to resolve guest enquiries.
• Meet required service, quality, productivity and compliance standards.
• Participate in training and work across different teams within the Guest Contact Centre based on operational requirements.

What we're looking for

• Previous experience in customer service, sales or travel management is desirable.
• Experience in travel, aviation, group travel or events will be highly regarded.
• Excellent verbal and written communication skills.
• A genuine commitment to delivering an exceptional guest experience.
• The ability to listen, understand guest needs and identify appropriate solutions.
• Confidence managing complex, sensitive or challenging enquiries.
• Strong attention to detail and the ability to accurately follow processes.
• The ability to quickly learn and confidently use multiple systems.
• A collaborative approach and the ability to work effectively in a team environment.
• Strong organisational and time management skills.
• A positive, adaptable and self-motivated approach.
• Flexibility to undertake training and work across different teams or functions within the Guest Contact Centre.
• Availability to work across a rotating seven-day roster, including day, evening and weekend shifts, as required.