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Refunds Consultant

We have an exciting opportunity for an individual to join our Customer Care Delivery Unit (CCDU) as a Refunds Consultant.

Reporting to the Customer Refunds Chapter Lead this is an opportunity where you can make a difference utilising your expert investigation, systems and problem-solving skills to ensure all ticket refund transactions meet business compliance and accounted for in the relevant systems. 

As a first point of contact for ticket refund queries you will be analytical and methodical in nature and enjoy investigating information to identify anomalies and resolve any refunds processing issues. You will be an efficient and accurate worker who is not afraid to question the status quo and work with continuous improvement in mind.

Key Responsibilities: 

  • Manage all ticket sales adjustment to ensure accurate and timely processing
  • Maintain consistency across processes, understand Customer requirements and provide good solutions to ensure a consistently high standard of service is provided
  • Effectively handle queries received via all means of communication relating to sales and ensuring that queries are responded to promptly and courteously
  • Develop and maintain highly effective working relationships with relevant members of the wider team
  • Seek out and identify opportunities for improvements within the business to ensure best practice is implemented and exceptional customer service is provided
  • Actively ensure the safety and security of all people, assets, systems and procedures under own control or influence to ensure compliance with safe operating practices, company policies and all regulations

Key Skills:

  • Strong ticketing and fare knowledge and experience is an advantage although not mandatory as full training will be given 
  • Strong communication and interpersonal skills
  • Experience within the aviation industry that enables you to have the knowledge which supports gaining credibility with key stakeholders at all levels 
  • High level of Customer awareness
  • Motivated by exceeding expectations and targets your ability to think outside the box, desire to "make it happen" along with your attention to detail will be highly valued. 
  • A general understanding of Microsoft Office products
  • Ability to interpret industry documentation

So, if this challenge excites you, apply now! 

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."

  1. Corporate, Administration & Support


Auckland, NZ

Closing Date


  1. Permanent Full time
our consultant managing the role

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