Description What you will be doing We 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 caller 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 be able 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 role At 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 | Tātou tatou – How we feel, Know How | Kōkiri Tahi – How we think and Let’s Go | Karawhiua – How we act. We're seeking a motivated and customer-focussed 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 There is a requirement to work on a 3-shift roster between the hours of 6am and 7pm. You will be working 10 days every 14 days. This is a full-time, permanent position. Apply today It’s our collaboration and passion that keep everything together. This is what our culture and heritage have been built on. When you work with us, you’ll share our ambition to be a great New Zealand business, and one that’s making a strong contribution to the wellbeing of our communities and economy. If this role sounds like you, we’d love to hear from you. 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. #WeAreAucklandAirport #aviationcareers #MakingJourneysBetter