Customer Experience & Escalation 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

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