Refunds Consultant

Role Overview

Join the Customer Care Delivery Unit at Air New Zealand as a Refunds Consultant, where your accuracy, investigative skills, and dedication to continuous enhancement will guarantee fair and timely refund outcomes. Your role is critical in safeguarding customer experience and ensuring business compliance.

Key Responsibilities

• Efficiently process adjustments to ticket sales, ensuring all refund transactions adhere to business and compliance standards.
• Conduct thorough investigations of refund inquiries, spotting discrepancies and resolving issues to achieve positive customer results.
• Provide prompt and professional responses to refund questions across various communication platforms.
• Collaborate with colleagues and stakeholders, fostering strong relationships that ensure smooth service delivery.
• Spot and propose improvements to processes that boost efficiency and enrich customer experience.
• Maintain a safe and compliant workplace by adhering to company policies, procedures, and relevant industry regulations.

Desired Skills and Qualifications

• Excellent communication and interpersonal abilities.
• Strong analytical and problem-solving skills with a meticulous attention to detail.
• A customer-centric approach driven by a passion for exceptional service.
• Familiarity with ticketing and fare systems is beneficial; comprehensive training will be provided.
• Experience in the aviation field to establish credibility with various stakeholders.
• Proficient with Microsoft Office suite.
• Ability to interpret industry-related documentation.
• A proactive mindset motivated to surpass expectations and continuously enhance processes.

Additional Information

Air New Zealand is deeply committed to diversity, equity, and inclusion, striving to foster an inclusive workplace where everyone can thrive as their authentic selves. We value the unique perspectives of our employees, which sets us apart in the industry. We encourage applications from diverse backgrounds, including those with disabilities, health and mental health needs, or neurodiversity.

If you face accessibility challenges and need accommodations during the recruitment process, please contact the recruiter to receive support for equitable participation.

Maori proverb: "Seek to bring distant horizons closer. Once near, seize them and make them your reality."