Bring on wonderful careers.

We're on a mission to bring new and uplifting experiences to our guests, transforming flying from simply 'nice', to something wonderful.

Like any good mission, this one starts with our people.

Which is why we encourage our team to embody the fun, laid back, authentic spirit we've become famous for. Because when they're free to be themselves, they're better able to own their personal responsibilities and go the extra mile to help our guests.

Job Overview

  • Work type:

    Full Time

  • Location:


  • Job type:

    Customer Experience & Product, Customer Service

  • Applications close:

Virgin Industry and Guest Support  (VIGS) Agent

2 Full Time Permanent Opportunities

Inclusive and collaborative team environment

Flexibility to WFH


Hello. We’re Virgin Australia. And we’re back (in a big way).

We’re the airline that’s always done things a little differently. Our way. The Virgin way. For us, flying is so much more than simply taking off and landing (although we understand that is quite important). It’s about going the extra mile, in the air and on the ground, to create authentic experiences that put our guests firmly at the heart of everything we do. 


Who we’re looking for:

A passionate customer focused team player who welcomes change and strives to full fill customer expectations.  We welcome driven, reliable, independent, and resilient customer service professionals who are able to work in a highly dynamic fast paced environment while delivering positive customer solutions.


What you’ll be doing:

  • Responding to phone and email enquiries from our trade, industry partners and direct guests from Japan
  • Providing assistance, advice, and resolve issues related to reservations; relating to fare rules, ticketing, waivers and favours, airline products and ancillaries, changes and cancellations enquiries
  • Actively contributing to a positive and productive team atmosphere
  • Problem solving and ensuring the right solution for customers 
  • Taking ownership of all enquires, including escalated and complaint calls


What you need to be successful:

  • Travel Agency experience in either a Retail or Corporate environment delivering to a Japanese customer base
  • An understanding of Japanese culture with adept Japanese language skills
  • Experience working within a call centre framework
  • Fares & ticketing experience
  • Experience using GDS system (Sabre, Amadeus, Galileo)
  • Excellent Japanese and English verbal and written communication skills
  • Ability to solve problems and resolve challenging situations 
  • Ability to work with a level of attention to detail and accuracy
  • Prior experience in either contact centre environments or an International Airline


What you will get from us

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to):

  • Heavily discounted air travel for you and your loved ones (including $1000 worth of travel credits per year)
  • Flexible working arrangements (including work hours and working from home up to two days per week)
  • Discounts on travel insurance, car hire, accommodation and experiences worldwide
  • Discounted Virgin Australia Lounge membership
  • Hospitality, retail, technology, beauty services and wellness discounts
  • Wellness support, including the better me digital wellbeing platform
  • A comprehensive Employee Assistance Program, which offers confidential coaching and support from qualified professionals for all aspects of life – physical, mental, social and financial
  • Dress for Your Day – enjoy the freedom to wear whatever is appropriate for the type of work you do and the day you have ahead of you


Equality rules:

You might end up with a group title, but you’re all individuals. We love that. And want you to be yourself. Whoever that is. That’s why we encourage applications from Indigenous Australians, those of you with disabilities, people from diverse cultural backgrounds, our friends in the LGBTQI community, and anyone else who wants to join our rich, diverse culture.


At the Virgin Australia Group, the safety and security of our people, guests and operations come first. Always. That’s why we’ve put together a comprehensive ‘Mandatory COVID-19 Vaccination Policy’. In a nutshell, to work with us, you’ll need to comply with our (and the airport’s) rules and regulations. And be fully vaxxed.

Next Steps

If you are ready for your next challenge and want to be a part of the Virgin Australia Guest Contact Centre team, then we encourage you to submit your application now!

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