Customer Service

Some people have the natural ability to make people feel at ease; they make a bad day better and a good day great. At Air New Zealand, we attract great 'people people' because the difference they make to our customers is immense.

Our customers enjoy the fact that they are listened to. They feel valued and they know that the person behind the desk or at the other end of the phone goes out of their way to help, rather than just do their job.

If you thrive on the energy of others, if you naturally 'get' people from all walks of life and if you know how to harness the power of your own personality, a fantastic career with Air New Zealand awaits.

Airline and Customer Service Assistants

When someone is late and stressing about getting to their gate before the flight goes, when a customer is flying somewhere for the funeral of a loved one, when a nervous child is flying solo - how do you react?

Every customer has a different story, so whether you're working at one of our domestic or international airports, you will be part of a busy team working in a pressurised environment.

You will be the face of Air New Zealand. What you do will shape a customer's opinion on our organisation. Your natural style, combined with the Air New Zealand way of doing things will earn us admirers from all around the world.

If you have good energy, empathy, an easy way with people and if you know how to use your natural personality to defuse potentially stressful situations - why not let these very qualities build you a fantastic career with Air New Zealand?

A day in the life of a Customer Service Assistant

With Air New Zealand being a 24/7 organisation, our customer service team is the lifeblood of our company. You’re the backbone of support for the organisation and provide an essential role when there are disrupted flights or potentially when you need to help other teams.

Flexibility and adaptability are two of your key strengths and to show you just how adaptable you are you may be trained up to be able to check in other customer airlines as well. Help others by being prepared to board flights, assist special needs passengers and generally do whatever it takes to make a difference to your customer.

In this job, expect the unexpected. You can go from a smooth day where everything is running to time, to suddenly finding yourself having to cope with customers disrupted by severe weather, when your role becomes passionate about making the customer experience the best possible.

You'll be processing high volumes of passengers through check-in, checking ID, checking tickets and dealing with excess baggage fees. As we take security so seriously, you'll also be making sure that passengers aren't carrying anything dangerous in any bags!

Recruitment Process

After you register and submit your application online, you will receive a system generated email to acknowledge receipt of your application, if you do not receive this it is likely that your application has not been submitted correctly.

When we are actively recruiting, we will contact registered candidates who meet the requirements of the role and testing benchmark to undertake a competency based Phone Interview. If you meet the criteria of the role at this point, you will be invited to a Recruitment Event. The event consists of a brief presentation from Air New Zealand about the role, and individual or group assessment.

When you receive this invitation to an Event you will receive a ‘Declaration Form’ to complete and bring with you to the event. This form will include reference to declaring criminal convictions and details of any tattoos/body art you may have in accordance with our Uniform Policy. If you declare a Tattoo please be aware that if it is clear to us on the day that your Tattoo cannot be covered by our slightest uniform offering, unfortunately you will not be progressed to an interview. If we need further clarification you may be asked to provide a photo at a later stage of the recruitment process clearly showing the size and location of your Tattoo. This will help us clarify whether the tattoo can be covered by the current slightest Uniform offering. We have this policy in place to ensure customer facing employees meet our uniform guidelines and to ensure all Air New Zealand passengers feel comfortable when traveling with us.

Candidates who are successful at this point start the rigorous vetting process which can take 4-6 weeks. As part of the vetting process, you are required to undertake pre-employment checking, including Air New Zealand contacting your referees, completing a medical check, a Ministry of Justice check (Police and Courts), an Aviation Security check and a number of other associated checks.

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