Key Skills

• Handling customer correspondence (questions, compliments or complaints) through various channels such as phone, email and social media. This includes handling escalations on behalf of the Executive team and representing Air New Zealand at the Disputes Tribunal Hearing.
• Crafting well-written responses to customer correspondence, ensuring effective and efficient communication.
• Investigating and resolving issues related to customer service, inflight experience, disrupt experience and other travel-related matters.
• Identify areas for improvement through the collection and analysis of customer feedback.
• Utilise Microsoft Dynamics D365 (CRM) to track customer interactions and maintain comprehensive customer records.
• Ensure you have a highly cooperative and effective relationship with the Customer Care Delivery Unit and wider stakeholders such as Airports and Cabin Crew

Work Experience

• A minimum of one year in a front-line customer service role.
• Experience in dealing with difficult and challenging customer situations.
• Previous Air New Zealand customer service/operations experience or airline/travel industry knowledge.

Education

• Tertiary qualification in communication or marketing or equivalent relevant experience in customer service role which reflects strong customer service ethic.