Reservations Consultant - Tokyo (fixed term contract)

Kia ora!

Ready to be the voice of Air New Zealand, connecting customers with their dream journeys?

At Air New Zealand, we connect friends and whānau across Aotearoa and the world. We're recruiting for a Reservations Consultant to join the team based in Tokyo, Japan. As part of our reservations team, you’ll thrive in a dynamic environment, playing a vital role in ensuring every customer interaction is memorable. After recently being voted New Zealand’s most attractive employer, Air New Zealand continues to earn global recognition for its great culture, outstanding customer service, and world-class innovation. Join us to reach your full potential with the support of our whānau.

This is a fixed term contract for 6 months with potential to extend. 

How you'll make an impact:

• Answer customer calls promptly, professionally, and with warmth, ensuring each interaction exceeds expectations.
• Resolve enquiries and complaints efficiently, transforming challenges into memorable customer experiences.
• Guide customers through booking processes, resolving errors swiftly and accurately, especially in collaboration with travel agencies.
• Provide insightful travel advice, sharing your knowledge of New Zealand's highlights and hidden gems.
• Support customers with online booking assistance, ensuring accuracy and ease of use.
• Coordinate closely with airport teams to fulfil special customer requests and provide seamless operational support during disruptions.
• Manage a range of reservation activities including staff travel, wholesale ticketing, and queue management.
• Assist Account Managers with sales activities, contributing directly to our commercial success.
• Facilitate group bookings with travel agencies, ensuring smooth, efficient processes.
• Leverage your industry network to foster relationships and streamline customer experience

Ideally you will have:

• Exceptional telephone etiquette and customer-focused communication skills.
• Proven ability to handle enquiries and resolve complaints effectively.
• Knowledge or interest in New Zealand tourism and travel highlights.
• Accuracy and confidence in handling online booking systems.
• Experience managing customer relations in a fast-paced environment, ideally within travel or hospitality.
• Collaborative approach with airport and sales teams, especially under pressure.
• Familiarity with reservation procedures including wholesale ticketing and staff travel is advantageous.
• Strong interpersonal skills to build and maintain internal stakeholder relationships across sales, commercial, and marketing teams.

If you bring most of this experience, along with transferable skills and the drive to grow, we’d love to hear from you.

Ready for take-off?

Join us and become a vital part of the team shaping exceptional journeys for our customers every day. Apply now and help take our customer experience to new heights.

Applications close 13th October 2025.