Customer Service Consultant
2 weeks ago
Auckland Airport – Auckland airport, North IslandWe are looking for an experienced Customer Service Consultant to provide accurate, timely, high-quality customer service to AKL customers through various formats, but primarily via phone and email channels.The role involves addressing customer enquiries, resolving issues, and ensuring a positive experience for every customer.Your key responsibilities are:Provide accurate and timely responses to customer inquiries via phone, email, webchat, social media, and other channels.Guide callers through troubleshooting, navigating our website, or using the products or services.Proactively identify customer needs and provide appropriate solutions, offering alternatives where necessary.Resolve customer issues in a professional and efficient manner.Maintain an up-to-date knowledge of company products and services, including any new initiatives to deliver high-quality service levels.Manage Airport product enquiries on behalf of internal stakeholders e.g., Strata Club, Parking, Concierge, Hidden Disabilities, The Mall and others.Collaborate with internal teams to identify opportunities for improvement.What you'll bring to the roleAt Auckland Airport, we are a busy hive of activity, and a lot of what we look for is how you would align with our AKL values All In | Tatou tatou – How we feel, Know How | Kokiri Tahi – How we think and Let's Go | Karawhiua – How we act.We're seeking a motivated and customer-focused individual who is keen on entering the exciting world of aviation at an exciting time in the Airport's history. Your strong problem-solving skills, attention to detail, and ability to work under pressure will help ensure a positive experience for every customer.To ensure your success in this role, you will need:2 years previous experience working in a customer-centric environment (ideally in a customer-facing role).Excellent verbal communication and active listening skills.Strong written communication skills and ability to formulate correspondence accurately and under time pressure.Experience in using multiple software, platforms, and applications and ability to pick up a variety of platforms specific to AKL.Excellent problem-solving skills and ability to think outside the box to provide solutions to issues that don't necessarily fit existing parameters.Highly motivated & positive personality to provide Customer Care Services with patience and empathy.About usFrom the arrival of the Tainui Waka into the Manukau Harbour, Auckland Airport has always been a place of journeys. We stand proudly as the gateway to Aotearoa, welcoming travellers beginning their journeys, farewelling Kiwis to new destinations, connecting businesses and workers to new opportunities, and celebrating partners and investors who back us along the way. We have ambitions to be a global hub and a comprehensive development programme to deliver this vision.Auckland Airport is more than just a business. It's a truly unique place with an important role to play in New Zealand's recovery. Together we're its custodians, knowing that the work we do has the power to create positive change for our customers, the community, the environment, and for the prosperity of Aotearoa. We're all about creating a sense of place where everyone can thrive, and one where others aspire to work. We're a diverse and inclusive workplace and welcome people from all walks of life.Apply todayIf this role sounds like you, we'd love to hear from you. Click the "Apply" button now.Please note that applications will be reviewed continuously throughout the recruitment period, and appointments may be made before the official closing date of the advert.
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