Are you passionate about enhancing the customer journey experience and ready to elevate your expertise in customer communication?
We've got an exciting opportunity for an individual to join the dynamic world of bridging operations and customer care, as a Disrupt Communication and Recovery Specialist.
In this pivotal role, you'll use your exceptional communication skills and dedication to customer service to provide proactive, real-time support to customers affected by flight disruptions. If you're a strong communicator who thrives in fast-paced environments and is committed to delivering exceptional customer care, this may be the perfect fit for you.
This is a shift-based role, operating on six days on, three days off rotation, covering 24/7 operations at our Auckland Airport Campus.
Role responsibilities will include:
- Send proactive, timely and regular communications to customers in disruptions, including direct messaging and publishing content to our websites.
- Coordinate with various stakeholders across our network to ensure the best care and recovery options for affected customers and provide timely updates to key managers.
- Capture the life cycle of the disruption and recovery efforts in a comprehensive summary report that will be delivered to wider internal stakeholders.
- Participate in reviewing improvement opportunities and provide expert advice and insights.
- Manage the Executive Inbox for customer feedback and complaints outside of regular business hours.
- Process refunds for disrupted customers and assist with post-disruption recovery.
- Oversee communication and recovery efforts during overnight shifts, working closely with operations teams to manage flight disruptions effectively.
What you will bring:
- Excellent written communication skills with creative and empathetic flair.
- Meticulous attention to detail and the ability to multitask.
- Capacity to work efficiently under pressure autonomously or within a team setting.
- An appetite for problem-solving with a proactive approach and a growth mindset.
- Flexibility to work a rotating shift schedule, including weekends and holidays.
- Airline operational knowledge is a big advantage.
If you’re excited by the opportunity to work in a dynamic operational environment, advocate for customer outcomes, and make a meaningful difference during disruptions, we’d love to hear from you!
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."
