From Postie to Customer Service Agent at Qantas

From Postie to Customer Service Agent: Why I Came Back to Qantas

What drew me to the CSA role

I first joined the Qantas Group in Melbourne as a Customer Service Officer with Jetstar. After COVID, I moved back to Sydney and missed the airline lifestyle, so I knew I had to return. Before coming back, I worked as a postie, but my passion for aviation, travel, and people kept pulling me back. Being a Customer Service Agent brings all three together in one role.

Training and preparation

We started with two weeks of classroom training for the theory, followed by two weeks of buddy training alongside an experienced team member. My trainer was incredible, she took what could have been overwhelming information and made it feel achievable.

Every day I use at least one skill from that training, and regular refresher reminders help keep everything up to date.

Life in the role

It’s so much more than just check-in. We talk to customers, answer questions, offer comfort, educate, and solve problems, all of which are incredibly rewarding.

Wellbeing and support

Support is always close at hand. We have access to a free counselling service (Employee Assistance Program), and our colleagues, friends, and managers are there for us day to day, even if it’s just for a quick chat. As a member of the LGBTQI+ community, I also value the emails from our Illuminate network, it’s a great reminder that you’re accepted here and encouraged to be your true self.

Career growth

I started as a Level 3 CSA at check-in, then moved into a Level 4 role where I was multi-skilled across baggage, transfers, screening passengers and their belongings, and service desk. Once you’ve completed your initial training, there are always opportunities to work in other areas, whether through secondments or permanent roles. I’m currently studying project management and hope to move into operational project work or base operations support in the future.

Memorable moments

One I’ll never forget was when a young customer was travelling, and their sister told me they were trans and that their passport photo didn’t match how they presented. I asked the customer how they’d like to be addressed, they burst into tears because no one had shown that understanding before. For me, it’s simple: treat people how you’d like to be treated.

Advice for others

If you’re thinking about becoming a Customer Service Agent, do it. Don’t second guess yourself. The three qualities that will help you succeed are empathy, problem solving, and strong communication skills.

Ash Luton, Customer Service Agent, Qantas