Customer Communication and Engagement Specialist

Air New Zealand Limited; Auckland; Hybrid; NZD 60,000 - 80,000; Full time

Benefits offered by this job

Staff Travel benefits

Career development opportunities

Wellbeing resources and employee care

Job summary

Air New Zealand Limited is seeking a Customer Communication and Engagement Specialist to join our Customer Relations team in Auckland. You will investigate and resolve complex customer complaints, engaging empathetically with customers and balancing needs with policies.

The role offers ownership of cases and opportunities to influence the customer experience across the airline. Ideal candidates will have strong communication skills, problem-solving abilities, and experience in customer service

Qualifications

• Experience in customer service, complaint resolution or a similar customer-focused role.
• Excellent written and verbal communication skills with the ability to adapt to different customers.
• Strong problem-solving skills and sound judgement when handling sensitive issues.
• Ability to build positive relationships and work collaboratively across teams.

Responsibilities

• Manage and resolve complex customer complaints and escalations from investigation to resolution.
• Investigate concerns, gather information and determine fair, practical outcomes.
• Navigate challenging conversations with empathy, confidence and professionalism.
• Manage high-level escalations and represent Air New Zealand in dispute processes.
• Build strong relationships across the airline to improve the customer experience.
• Apply sound judgement to balance customer needs with company policies.

Skills

Customer service

Complaint resolution

Empathy

Communication

Job description

Kia ora!

At Air New Zealand, we know that things don't always go to plan. When they don't, how we respond can make all the difference to our customers and the trust they place in us.

We're looking for a Customer Communication and Engagement Specialist to join our Customer Relations team. This is an opportunity for someone who enjoys solving problems, communicates with empathy and confidence, and has the judgement to make fair, considered decisions.

Our Customer Relations team manages some of the airline's more complex and sensitive customer matters. You'll play an important role in understanding what has gone wrong, finding meaningful solutions and helping restore customer confidence. It's a varied and rewarding role where you'll have the opportunity to take ownership, make decisions and genuinely influence the customer experience.

How you'll make an impact

• Manage and resolve complex customer complaints, escalations and compensation requests, taking ownership from investigation through to resolution
• Investigate customer concerns, gathering information from across the airline to understand what happened and determine fair, practical and commercially responsible outcomes
• Navigate challenging conversations with empathy, confidence and professionalism, helping customers feel heard and supported, even when the outcome may not be what they hoped for
• Manage high-level escalations, including representing Air New Zealand in formal dispute processes
• Build strong relationships with teams across the airline to resolve customer issues and identify opportunities to improve the customer experience
• Apply sound judgement when making recovery decisions, balancing customer needs with Air New Zealand's policies and commercial considerations.

What you'll bring

You'll be someone who genuinely cares about people, thrives on solving problems and knows how to communicate with empathy and confidence, even when situations are challenging.

Ideally, you'll bring:

• Flexibility with working hours, as there may be a requirementfor shift work as part of the role to support our customers when they need us most
• Experience in customer service, complaint resolution or a similar customer-focused role
• Excellent written and verbal communication skills, with the ability to adapt your approach to different customers and situations
• Strong problem-solving skills, sound judgement and the ability to assess information to make fair, informed decisions
• Resilience and confidence when managing difficult conversations or sensitive customer matters
• Strong attention to detail, organisational skills and the ability to manage competing priorities
• The ability to build positive relationships and work collaboratively with others to achieve great outcomes
• Confidence using technology, with the ability to quickly learn new systems, adapt to changing processes and embrace new ways of working.

Why join Air New Zealand?

We want our people to live their best lives, with benefits that support their wellbeing, personal growth and time outside work.

• Enjoy discounted travel opportunities with Air New Zealand, with Staff Travel benefits you can share with friends and whānau
• Grow your career through development opportunities, on-the-job learning and exposure to new experiences
• Access wellbeing resources, employee support programmes and healthcare options
• Enjoy discounts on hotels, activities, retail and other everyday experiences through our work perks programme.

Applications closeThursday, 5thNovember

Additional Information

At Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset – because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles. We encourage candidates from diverse backgrounds, including those with a disability, additional health and mental health needs, and/or are neurodiverse to apply for our roles.

If you have encountered any accessibility barriers and require further information or reasonable accommodations to our recruitment process, please reach out to the recruiter listed on this job advert so they are able to support you to freely participate equitably in our recruitment and selection process.

Whāia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina.

"Seek to bring distant horizons closer. Once near, seize them and make them your reality."