In this dynamic industry you will be helping customers with their travel plans. It could be a celebrity or your neighbour, it could be a business trip to Wellington or selling a dream holiday to Hawaii - No two calls are the same!
Key Responsibilities
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This position is responsible for handling incoming calls from around the world. These calls include quoting prices and booking flights for domestic and international travel, providing flight information, and facilitating the special needs of customers (such as meals).
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Contributing to the revenue generation of Air New Zealand through meeting specified sales targets and promoting Air New Zealand at every opportunity.
Position Requirements
We have 2 global contact centres - Fanshawe Street, Auckland Central and Smales Farm, Takapuna on the North Shore.
We are recruiting people to work between 6am and midnight, 7 days a week, including public holidays. We have 2 types of shift roles available for work within these hours:
Full Time Shift - 40 hours per week
Part Time Shift - 30 hours per week
Rostering Information
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Rosters are released a minimum of 2 weeks in advance.
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There is a maximum of 2 start times in one roster week.
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There are 2 days off in each roster week.
Your days off will vary from week to week according to business requirements.
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Your start times will never vary more than 2 hours of each other within one week.
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There is always 10 hours between a shift finish time and the next shift start time.
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Shifts can be swapped with colleagues of the same employment type.
Training
Initial training is full time and will be conducted over a 9 week period, Monday to Friday, 8.00am - 4.30pm. Training could be in Takapuna or Fanshawe Street regardless of where you will be based full time.
The Contact Centre provides many opportunities for ongoing training in order to up-skill its' staff and assist in keeping them up to date with products and procedures.
Selection Criteria
We are looking for people who:
- Are able to work shifts between the hours of 6am and midnight, including weekends and public holidays.
- Have a minimum of 12 months Customer Service experience.
- Preferably have Contact Centre, Customer Service, Sales experience and/or experience travelling.
- Can communicate fluently in English.
- Are experienced in achieving and exceeding performance targets.
- Are engaged, enthusiastic and passionate about delivering excellent customer service.
- Enjoy working in a fast-paced environment where change is a constant.
In return we offer you
- A dynamic Contact Centre environment.
- 5 weeks annual leave for shift workers.
- A competitive salary including penal and shift allowances.
- Comprehensive Paid Training.
- Ongoing development, training and support.
The Recruitment Process
We regularly recruit for a number of vacancies at the Auckland Contact Centre. However, due to operational requirements, there may be times when no recruitment is required. When we are not recruiting to fill current vacancies, we maintain a continuous pool of candidates who have been successful through the telephone interview stage. These candidates are reassessed when the need for new Contact Centre Consultants is established.
After you submit your application, the Air New Zealand HR Services team review the details you have provided. Candidates whose details closely match the requirements of the position are then invited to attend a Walk In day.
The Walk In day will give you the opportunity to learn more about the role in the Contact Centre. We will have a 15 minute presentation from existing staff and will give you the opportunity to ask questions. From the presentation you will be asked to complete a 10 minute interview.
You may also be required to attend some of the following
assessments:
During the assessment centre candidates participate in a number of assessment activities including an interview and telephone role-play. Candidates will also be given the opportunity to visit the Contact Centre and listen to some calls. Candidates will be required to undergo a Ministry of Justice check (Police and Courts) and Credit Check.
Unsuccessful candidates may reapply at any time after 12 months from the date at which their applications are declined.
Pre Employment Training Option
Should you wish to up skill prior to making an application for this role, Air New Zealand Airline Training offers the Air New Zealand Certificate in Airline Customer Service.
No guarantees of employment are provided with this training programme, although it has been designed with aviation industry input to ensure graduates have the skills being sought.
