Customer Communication and Engagement Specialist

Job Description

Kia ora!

At Air New Zealand, we know that things don't always go to plan. When they don't, how we respond can make all the difference to our customers and the trust they place in us.

We're looking for a Customer Communication and Engagement Specialist to join our Customer Relations team. This is an opportunity for someone who enjoys solving problems, communicates with empathy and confidence, and has the judgement to make fair, considered decisions.

Our Customer Relations team manages some of the airline's more complex and sensitive customer matters. You'll play an important role in understanding what has gone wrong, finding meaningful solutions and helping restore customer confidence. It's a varied and rewarding role where you'll have the opportunity to take ownership, make decisions and genuinely influence the customer experience.

How you'll make an impact

Manage and resolve complex customer complaints, escalations and compensation requests, taking ownership from investigation through to resolution

Investigate customer concerns, gathering information from across the airline to understand what happened and determine fair, practical and commercially responsible outcomes

Navigate challenging conversations with empathy, confidence and professionalism, helping customers feel heard and supported, even when the outcome may not be what they hoped for

Manage high-level escalations, including representing Air New Zealand in formal dispute processes

Build strong relationships with teams across the airline to resolve customer issues and identify opportunities to improve the customer experience

Apply sound judgement when making recovery decisions, balancing customer needs with Air New Zealand's policies and commercial considerations.

What you'll bring

You'll be someone who genuinely cares about people, thrives on solving problems and knows how to communicate with empathy and confidence, even when situations are challenging.

Ideally, you'll bring:

Flexibility with working hours, as there may be a requirement for shift work as part of the role to support our customers when they need us most

Experience in customer service, complaint resolution or a similar customer-focused role

Excellent written and verbal communication skills, with the ability to adapt your approach to different customers and situations

Strong problem-solving skills, sound judgement and the ability to assess information to make fair, informed decisions

Resilience and confidence when managing difficult conversations or sensitive customer matters

Strong attention to detail, organisational skills and the ability to manage competing priorities

The ability to build positive relationships and work collaboratively with others to achieve great outcomes

Confidence using technology, with the ability to quickly learn new systems, adapt to changing processes and embrace new ways of working.

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

Why join Air New Zealand?

We want our people to live their best lives, with benefits that support their wellbeing, personal growth and time outside work.

Enjoy discounted travel opportunities with Air New Zealand, with Staff Travel benefits you can share with friends and whānau

Grow your career through development opportunities, on-the-job learning and exposure to new experiences

Access wellbeing resources, employee support programmes and healthcare options

Enjoy discounts on hotels, activities, retail and other everyday experiences through our work perks programme.

Ready for take-off?

If you're passionate about people, confident navigating challenging conversations and excited by the opportunity to shape customer experiences at one of New Zealand's most recognised brands, we'd love to hear from you.

Bring your empathy, curiosity and commitment to making every interaction count. Apply today and help us create meaningful connections with our customers, wherever their journey takes them.

Applications close Thursday, 5th November

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."