Refunds Consultant

Kia ora! 

Join our Customer Care Delivery Unit as a Refunds Consultant and help deliver fair, accurate, and timely outcomes for our customers. Every refund matters and your attention to detail, investigative mindset, and commitment to continuous improvement will play an important role in protecting the customer experience while supporting business compliance. 

As part of our Customer Care Delivery Unit, you'll join a team dedicated to delivering exceptional service behind the scenes. At Air New Zealand, we're committed to connecting people and places, and every interaction contributes to that journey. Recently recognised as New Zealand's most attractive employer, we continue to build a culture where people can learn, grow, and make a meaningful impact. 

About the role 

• Process ticket sales adjustments accurately and efficiently, ensuring all refund transactions meet business and compliance requirements 
• Investigate refund queries, identify anomalies, and resolve issues to deliver positive customer outcomes 
• Respond promptly and professionally to refund enquiries across multiple communication channels 
• Build strong working relationships with colleagues and stakeholders to ensure seamless service delivery 
• Identify opportunities to improve processes, increase efficiency, and enhance the customer experience 
• Support a safe and compliant workplace by following company policies, procedures, and industry regulations. 

Success in this role means delivering accurate refund processing, maintaining high service standards, and contributing ideas that improve the way we work. 

What we're looking for 

• Strong communication and interpersonal skills 
• Excellent analytical and problem-solving abilities with a keen eye for detail 
• A customer-focused mindset and a passion for delivering outstanding service 
• Ticketing and fare knowledge, which would be an advantage, although full training will be provided 
• Aviation industry experience that enables you to build credibility with a wide range of stakeholders 
• Confidence using Microsoft Office applications 
• The ability to interpret industry documentation 
• A proactive approach, with the motivation to exceed expectations and continually improve processes. 

If you're excited by this opportunity and meet most of the criteria, we'd love to hear from you. Please include a cover letter with your application, telling us why you're interested in the role and what you'll bring to the team.

Ready for take-off? 

If you're someone who enjoys solving problems, improving processes, and delivering excellent customer outcomes, we'd love to hear from you. Bring your curiosity, attention to detail, and passion for service, and help us create great experiences for our customers every day. 

Applications close Friday, 7th August

At Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset – because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles. We encourage candidates from diverse backgrounds, including those with a disability, additional health and mental health needs, and/or are neurodiverse to apply for our roles.

If you have encountered any accessibility barriers and require further information or reasonable accommodations to our recruitment process, please reach out to the recruiter listed on this job advert so they are able to support you to freely participate equitably in our recruitment and selection process.

Whāia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina.

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