Customer Service Agents – Brisbane

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Fiji Airways
  • Post Date: September 4, 2023
  • Applications 0
  • Views 26
Job Overview

The Customer Service Agents, will play a pivotal role in providing exceptional service to guests flying on Fiji Airways. They will serve as the front-line representative of Fiji Airways, assisting guests with various inquiries, providing travel information, and ensuring a smooth and pleasant experience throughout their journey.

This role will report to Manager Ground Operations and are offered on part-time basis (28 hours weekly) working on a rotating shift pattern.


  • Greet guests with a warm and friendly demeanour, taking care of their needs at check-in counters, departure gates, and arrival areas. Provide assistance to guests as required, including unaccompanied minors, elderly guests, and those with reduced mobility.
  • Efficiently process guest acceptance, including issuing boarding passes, checking identification, and verifying travel documents. Assist guests during the boarding process, ensuring adherence to security and safety protocols.
  • Assist guests with baggage check-in, collection, and tracking as needed. Resolve any baggage-related issues, including lost, damaged, or delayed luggage, following established airline procedures and in conjunction with our global baggage services team.
  • Provide accurate and up-to-date flight information, including departure and arrival times, gate assignments, and flight delays or cancellations. Help guests navigate the airport and become familiar with Fiji Airways Nadi Hub layout, services and connecting process to ensure a smooth journey for all our guests.
  • Assist guests with booking or changing flight reservations, upgrading seats, and managing travel itineraries as needed.  Process ticket sales, ancillary charges, upgrades, and handle payment transactions as needed.
  • Address guest complaints, concerns, and disputes in a professional and empathetic manner. Seek solutions to resolve issues promptly, escalating matters when necessary.
  • Maintain awareness of security regulations and adhere to safety protocols at all times. Report any suspicious activities or potential security threats to appropriate authorities.
  • Remain knowledgeable about emergency procedures and assist in the implementation of evacuation plans or other safety measures during critical situations.
  • Collaborate closely with other airline departments, including Fiji Airways Operations Control Centre, flight/cabin crew, and maintenance teams, to ensure seamless communication and coordination throughout the guest journey.
  • Participate in ongoing training sessions to stay updated on airline policies, procedures, and customer service techniques. Stay informed about industry trends and developments to provide informed assistance to guests.


  • Successfully completed Year 12 or equivalent or additional education and experience in airline customer service roles and trained in customer service or aviation field is a plus.
  • Excellent communication and interpersonal skills, with the ability to engage effectively with diverse groups of guests.
  • Strong problem-solving abilities and the capacity to remain calm under pressure.
  • Basic computer proficiency and familiarity with Amadeus Altea Customer Management technology suite.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
  • Customer-focused mindset with a dedication to providing outstanding service.
  • Flexibility to work in shifts, including weekends, evenings, and holidays.
  • Physical capability to stand, lift baggage, and move around the airport terminal.
  • Ability to obtain an Aviation Security Identification Card (ASIC) and complete background and reference checks as required.

Only shortlisted applicants will be contacted for the next steps of the Recruitment process.

Applications close on Sunday, 10 September 2023

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