Airline Support Specialist

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