Customer Care Specialist

Perth Airport is Australia’s Western Hub connecting the people, businesses and communities of Western Australia with the rest of Australia and the world. Operating 24 hours a day, seven days a week throughout the year, Perth Airport plays a significant role in providing economic, social and cultural benefits to West Australians.

Perth Airport is investing more than $5 billion in new infrastructure so we can support our airline partners to grow, offering more services to new destinations and an improved customer experience. This will be the largest funded private equity build in Western Australia for the last 30 years.

Over the coming decade we will expand T1 International, and build new domestic terminal facilities, a parallel runway, two multi-storey carparks and our first airport hotel. This will deliver one airport for the people of Western Australia which will host all flight services in a central location giving passengers a seamless, world-class travel experience.

The Perth Airport estate is spread over 2100 hectares and has developed a $1.5 billion portfolio of existing industrial premises and significant vacant land holdings.

We service a truly diverse community and play an important role in strengthening cultural, family and social bonds while supporting business, tourism and leisure travel.

We are on the lookout for a Customer Care Specialist who is passionate about delivering exceptional customer experiences.

If you thrive in a collaborative, fast-paced environment and love helping people, this could be the role for you.

What you'll do:

• Respond to customer enquiries across phone, email and social media with professionalism, care and timeliness.
• Deliver high-quality, personalised written communication in line with PAPL’s feedback standards and service level targets.
• Manage the refund process, including preparation, coordination and execution in line with internal approvals.
• Maintain accurate customer records in Salesforce, ensuring strong data integrity and consistent updates.
• Monitor customer feedback to identify trends or issues and assist with reporting and analytics.
• Support cross-functional communication by acting as a conduit between customers and internal teams.
• Assist with Lost Property enquiries and support broader Customer Experience initiatives and process improvements.
• Help onboard and train new team members, and contribute positively to a team-oriented, supportive culture.

About you:

• You have experience handling customer enquiries across phone, email and social media, with strong written and verbal communication skills (Previous Call Centre experience will be highly regarded).
• You are confident using Microsoft Word, Excel and ideally have experience with a CRM e.g. Salesforce.
• You take a proactive, positive and solution focused approach to problem solving and decision making.
• You demonstrate resilience and maturity, remaining calm and composed in challenging situations.
• You are approachable, empathetic and a great listener, with a natural ability to build rapport and trust.
• You are highly organised, able to manage competing priorities and your workload effectively.
• You consistently put customers first, acting with care, accuracy and urgency to meet their needs.

About Us:

We offer a dynamic and supportive team culture, a contemporary workplace with great facilities and a modern approach to work/life integration. Our competitive remuneration package comes with additional company benefits including free parking.

Perth Airport is an Equal Opportunities Employer. We are committed to building an equitable and diverse workforce representative of the community we serve. We encourage and welcome applications from all communities and backgrounds.

Doing the right thing by the planet and future generations is important to us. At PAPL we place a strong emphasis on embedding sustainability throughout our business strategy and operations. We remain steadfast in our commitment to driving ESPG (Environmental, Social, People, Governance) performance across our value chain and areas that have material environmental and social impact.

If this sounds like you please get in touch.