Customer Relations & Resolution Specialist

Air New Zealand; Māngere-Ōtāhuhu; Vor Ort; NZD 60.000 - 85.000; Vollzeit

Benefits dieser Stelle

Discounted travel

Career development

Wellbeing resources

Staff perks program

Zusammenfassung

Air New Zealand is seeking a Customer Communication and Engagement Specialist to join our Customer Relations team. You will resolve complex customer complaints, gather information across the airline, and communicate with empathy to restore customer confidence.

This role offers ownership, the ability to make fair, considered decisions, and opportunities to influence the customer experience. Expect flexible hours to support customers when needed.

Qualifikationen

• Experience in customer service or complaint resolution.
• Excellent written and verbal communication skills.
• Ability to adapt approach to different customers and situations.
• Strong problem-solving skills and sound judgement.
• Resilience and confidence in difficult conversations or sensitive matters.
• Attention to detail and ability to manage competing priorities.

Aufgaben

• Manage and resolve complex customer complaints and escalations from investigation through to resolution.
• Investigate concerns by gathering information across the airline to determine fair outcomes.
• Navigate challenging conversations with empathy, confidence and professionalism.
• Manage high-level escalations, including representing Air New Zealand in formal dispute processes.
• Build strong relationships with teams across the airline to resolve issues and improve the customer experience.
• Apply sound judgement when making recovery decisions balancing customer needs with policies.

Kenntnisse

Empathy

Communication

Problem solving

Relationship building

Resilience

Organisational skills

Tech savvy

Jobbeschreibung

Air New Zealand is seeking a Customer Communication and Engagement Specialist to join our Customer Relations team. You will resolve complex customer complaints, gather information across the airline, and communicate with empathy to restore customer confidence.

This role offers ownership, the ability to make fair, considered decisions, and opportunities to influence the customer experience. Expect flexible hours to support customers when needed.