Airline Support Specialist

6 months ago

Christchurch, New Zealand Accommodations Plus International Full time

The **Airline Support Specialist **will support our airline client, the Air New Zealand Group and will sit on-site at the client’s office location near Christchurch Airport. We are looking for an individual with a high level of integrity and professionalism that is also computer-savvy and works independently and proactively.

You are the client airline and hotel and ground transport suppliers' main point of contact for API’s Operations team. In this role, the Airline Support Specialist processes reservations and cancellations, maintains and cultivates successful relationships with our airline partner as well as our suppliers and sometimes directly with the crew. Maintaining a strong focus on providing the best customer service at all times. This includes internal collaboration within the airline and API as well as communication with external parties to ensure operational challenges are seamlessly solved in a timely manner. The initial steps will require manual detail proficiency:

- Transmitting and confirming monthly schedules to the hotels and ground transportation suppliers
- Updating and transmitting daily changes to the hotels and ground transportation suppliers
- Communication with the hotels and ground transportation suppliers during day-of-Ops for immediate changes
- Booking overflow room as required at non-contracted hotels
- Interrogating the airlines crew management system (CMS) to identify existing reservations and updating new reservations
- Receiving calls from crew members to verify their hotel details and chase delayed ground transport

**Essential Functions**

The Airline Support Specialist provides total customer service including and not limited to the following:

- Provides support, guidance and training working as the on-site liaison with the airline partner.
- Follows-up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.
- Alerts supervisor on all items of critical nature that requires management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.
- Negotiates with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.
- Resolves client disagreements in a calm and professional manner. Researches and presents solutions to satisfy client needs based on facts.
- Effectively utilizes the client Crew Management System (CMS) to extract schedules and individual rosters and identify hotel assignments to allow efficient responses to the crew members enquiries.
- Adapts to the situation at hand e.g. Irregular Operations (IROPS) or other challenges to accommodate needs arising from the changing dynamics of airline schedules or unforeseen situations. This includes and is not limited to extended work schedules. Must be on official “On Call Roster” when needed outside of regular working hours.
- Maintains knowledge of API’s call center work methodology and reservation systems that will best serve API’s clients in the most efficient and professional manner.

**Competencies**
- Knowledge of airline crew management systems experience is **a huge advantage**.
- Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions **_preferred but not required._**:

- Excellent Interpersonal skills.
- Fluent in English, including proficient in writing skills.
- Excellent computer skills:

- Experienced in the use of Excel and creating simple formulas and tables,
- Experienced in the use of Word with the ability to create templates, tables and standard documents
- Ability to work effectively in a fast-paced, dynamic work environment
- Strong prioritisation skills as you are often managing multiple requests at the same time
- Detail-oriented with great organisational skills
- Must demonstrate flexibility to work varying work schedule including weekends and holidays
- Able to work overtime if needed

**Required Education and Experience**
- You will have one to two years’ experience of airline/hotel/travel industry. Experience in the airline industry is a definite plus: airline crew/ scheduling and/or crew planning.
- Excellent understanding of reservation systems, hotel room blocks/allotments, rate structure, payment forms, and booking processes is required.
- Possess outstanding relationship management and customer service skills
- Strong computer skills: EXCEL, Word, Outlook and Internet research is required.
- Knowledge of Ground Transportation reservations.
- Knowledge of Hotels as a product: hotel chains, categories, and locations.
- Track record of delivering to deadlines
- The ability to prioritize work provided by others in terms of importance, is imperative to this position
- Demonstrate strong communication skills; active listening is key as well
- You have a desire to delight your client.

**Position Type and Expected Hours of Work**

This is a permanent full-time position rotating

  • Senior Continuous Improvement Specialist

    4 weeks ago

    Christchurch, New Zealand Air New Zealand Limited Full time

    Kia ora!Continuous Improvement touches every aspect of our airline. Make an impact on a large, iconic organisation by helping to instill a continuous improvement ethic in which we strive to be better than the day before.The Lean chapter, part of the Agile & Lean Centre of Excellence, provides support to the business units in Air New Zealand by growing...

  • Customer Experience Specialist

    2 weeks ago

    Christchurch, New Zealand Customer Experience Specialist - Linwood Medical Full time

    Customer Experience Specialist - Linwood MedicalCustomer Experience Specialist - Linwood Medical – Linwood, South IslandWe are a full-service GP provider, but not your typical GP practice. We're re-imagining the way people access primary healthcare using a mobile app and exceptional customer experiences. The Tend customer journey is all about listening to...

  • Customer Experience Specialist

    3 days ago

    Christchurch, New Zealand Customer Experience Specialist - Linwood Medical Full time

    Customer Experience Specialist - Linwood MedicalCustomer Experience Specialist - Linwood Medical – Linwood, South IslandWe are a full-service GP provider, but not your typical GP practice. We're re-imagining the way people access primary healthcare using a mobile app and exceptional customer experiences. The Tend customer journey is all about listening to...

  • Customer Experience Specialist

    2 weeks ago

    Christchurch, New Zealand Customer Experience Specialist - Linwood Medical Full time

    Customer Experience Specialist - Linwood Medical Customer Experience Specialist - Linwood Medical – Linwood, South Island We are a full-service GP provider, but not your typical GP practice. We're re-imagining the way people access primary healthcare using a mobile app and exceptional customer experiences. The Tend customer journey is all about listening...

  • Customer Experience Specialist

    3 days ago

    Christchurch, New Zealand Customer Experience Specialist - Linwood Medical Full time

    Customer Experience Specialist - Linwood Medical Customer Experience Specialist - Linwood Medical – Linwood, South IslandWe are a full-service GP provider, but not your typical GP practice. We're re-imagining the way people access primary healthcare using a mobile app and exceptional customer experiences. The Tend customer journey is all about listening to...

  • Customer Experience Specialist

    3 days ago

    Christchurch, New Zealand Customer Experience Specialist - Linwood Medical Full time

    Customer Experience Specialist - Linwood Medical Customer Experience Specialist - Linwood Medical – Linwood, South Island We are a full-service GP provider, but not your typical GP practice.We're re-imagining the way people access primary healthcare using a mobile app and exceptional customer experiences.The Tend customer journey is all about listening to...

  • National Systems Specialist

    3 weeks ago

    Christchurch, New Zealand Airways Full time

    **About Airways**: Our people manage New Zealand's 30 million square kms of airspace, providing air traffic control, surveillance, communication, flight inspection, mapping, and airspace design services. We work with government, regulatory authorities, airlines, airports, and the general aviation community to ensure pilots, passengers and goods reach their...

  • National Systems Specialist

    2 weeks ago

    Christchurch, New Zealand Airways New Zealand Full time

    About Airways:Our people manage New Zealand's 30 million square kms of airspace, providing air traffic control, surveillance, communication, flight inspection, mapping, and airspace design services. We work with government, regulatory authorities, airlines, airports, and the general aviation community to ensure pilots, passengers, and goods reach their...

  • National Systems Specialist

    2 weeks ago

    Christchurch, New Zealand Airways New Zealand Full time

    About Airways: Our people manage New Zealand's 30 million square kms of airspace, providing air traffic control, surveillance, communication, flight inspection, mapping, and airspace design services. We work with government, regulatory authorities, airlines, airports, and the general aviation community to ensure pilots, passengers, and goods reach their...

  • National Systems Specialist

    3 days ago

    Christchurch, New Zealand Airways New Zealand Full time

    About Airways:Our people manage New Zealand's 30 million square kms of airspace, providing air traffic control, surveillance, communication, flight inspection, mapping, and airspace design services. We work with government, regulatory authorities, airlines, airports, and the general aviation community to ensure pilots, passengers, and goods reach their...

  • Product Support Specialist

    3 days ago

    Christchurch, New Zealand Archway Recruitment Full time

    Client-Focused User Support Specialist Our client, a growing company in the technology sector, is seeking a dedicated and client-centric, User Support Specialist to provide essential support during software implementation and ensure a seamless, superior user experience. This is a great opportunity for someone passionate about client success, loves to...

  • Product Support Specialist

    3 days ago

    Christchurch, New Zealand Archway Recruitment Full time

    Client-Focused User Support Specialist Our client, a growing company in the technology sector, is seeking a dedicated and client-centric, User Support Specialist to provide essential support during software implementation and ensure a seamless, superior user experience. This is a great opportunity for someone passionate about client success, loves to...

  • Behaviour Support Specialist

    5 months ago

    Christchurch, New Zealand Healthcare of New Zealand Full time

    Do you have a desire to use your Behaviour Specialist skills to make a difference? - Fancy working within a passionate and high performing team? - Do you thrive on working in the community with a wide variety of people? - Roles based in Nelson! **Who are we| Ko wai matou?** Explore Specialist Services is a highly reputable service operating across New...

  • B1 Licensed Aircraft Maintenance Engineer

    2 weeks ago

    Christchurch, New Zealand Jetstar Full time

    Company Description We're Jetstar. You may know us for our famous low fares, but did you also know that we've flown more than 400 million customers since we launched in Australia in 2004? In fact, each week we operate around 3,000 flights to nearly 40 destinations across Australia, New Zealand, Asia and the Pacific. And we're not just an Australian airline...

  • Live Chat Representative

    3 hours ago

    Christchurch, New Zealand Southwest Airlines Full time

    **Job Title:** Live Chat Representative **Company:** Southwest Airlines **Location:** Christchurch, Canterbury, NZ **Job Type:** Full-Time **Seniority Level:** Associate Level **Years of Experience:** 4 years **Job Description:** Are you passionate about customer service and excited about contributing to a dynamic team in the aviation industry?Southwest...

  • Live Chat Representative

    3 days ago

    Christchurch, New Zealand Southwest Airlines Full time

    **Job Title:** Live Chat Representative **Company:** Southwest Airlines **Location:** Christchurch, Canterbury, NZ **Job Type:** Full-Time **Seniority Level:** Associate Level **Years of Experience:** 4 years **Job Description:** Are you passionate about customer service and excited about contributing to a dynamic team in the aviation industry?Southwest...

  • National Systems Specialist

    2 weeks ago

    Christchurch, New Zealand Airways Full time

    About Airways: Our people manage New Zealand's 30 million square kms of airspace, providing air traffic control, surveillance, communication, flight inspection, mapping, and airspace design services. We work with government, regulatory authorities, airlines, airports, and the general aviation community to ensure pilots, passengers and goods reach their...

  • National Systems Specialist

    3 days ago

    Christchurch, New Zealand Airways Full time

    About Airways: Our people manage New Zealand's 30 million square kms of airspace, providing air traffic control, surveillance, communication, flight inspection, mapping, and airspace design services. We work with government, regulatory authorities, airlines, airports, and the general aviation community to ensure pilots, passengers and goods reach their...

  • National Systems Specialist

    2 weeks ago

    Christchurch, New Zealand Airways Full time

    About Airways: Our people manage New Zealand's 30 million square kms of airspace, providing air traffic control, surveillance, communication, flight inspection, mapping, and airspace design services. We work with government, regulatory authorities, airlines, airports, and the general aviation community to ensure pilots, passengers and goods reach their...

  • National Systems Specialist

    3 days ago

    Christchurch, New Zealand Airways New Zealand Full time

    About Airways: Our people manage New Zealand's 30 million square kms of airspace, providing air traffic control, surveillance, communication, flight inspection, mapping, and airspace design services.We work with government, regulatory authorities, airlines, airports, and the general aviation community to ensure pilots, passengers, and goods reach their...