Customer Communication and Engagement Specialist

Air New Zealand have an exciting opportunity to join the Customer Relations Team as a Customer Communication and Engagement Specialist.

The Customer Communication and Engagement Specialist is responsible for coordinating the timely response to customers concerns, complaints or queries on behalf of Air New Zealand with a goal of providing a first-time resolution via the customer’s channel of choice.

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.

If you are interested in applying for this role and you believe you have the necessary skills and aptitudes to be successful, apply today! 

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."