# Customer Communication and Engagement Specialist at Air New Zealand

Air New Zealand is hiring a Customer Communication and Engagement Specialist in Auckland, New Zealand. Level rates it Little AI ●○○○; you can [apply on Air New Zealand](https://jobsbylevel.com/go/1f47ba80-5202-437c-ad99-fee9bce4e159?utm_medium=ai-agent).

AI Level 1, AI centrality 38 out of 100. Auckland, Auckland, New Zealand.

## Details

- Company: [Air New Zealand](https://jobsbylevel.com/companies/air-new-zealand)
- AI level: AI Level 1 (score 38 out of 100)
- Location: Auckland, Auckland, New Zealand
- Posted: October 22, 2026
- Apply: https://jobsbylevel.com/go/1f47ba80-5202-437c-ad99-fee9bce4e159?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=customer-communication-and-engagement-specialist-at-air-new-zealand-9afa5c

## Description

Kia ora! At Air New Zealand, we know that things don't always go to plan. When they don't, how we respond can make all the difference to our customers and the trust they place in us. We're looking for a Customer Communication and Engagement Specialist to join our Customer Relations team. This is an opportunity for someone who enjoys solving problems, communicates with empathy and confidence, and has the judgement to make fair, considered decisions. Our Customer Relations team manages some of the airline's more complex and sensitive customer matters. You'll play an important role in understanding what has gone wrong, finding meaningful solutions and helping restore customer confidence. It's a varied and rewarding role where you'll have the opportunity to take ownership, make decisions and genuinely influence the customer experience. How you'll make an impact Manage and resolve complex customer complaints, escalations and compensation requests, taking ownership from investigation through to resolution Investigate customer concerns, gathering information from across the airline to understand what happened and determine fair, practical and commercially responsible outcomes Navigate challenging conversations with empathy, confidence and professionalism, helping customers feel heard and supported, even when the outcome may not be what they hoped for Manage high-level escalations, including representing Air New Zealand in formal dispute processes Build strong relationships with teams across the airline to resolve customer issues and identify opportunities to improve the customer experience Apply sound judgement when making recovery decisions, balancing customer needs with Air New Zealand's policies and commercial considerations. What you'll bring You'll be someone who genuinely cares about people, thrives on solving problems and knows how to communicate with empathy and confidence, even when situations are challenging. Ideally, you'll bring: Flexibility with working hours, as there may be a requirement for shift work as part of the role to support our customers when they need us most Experience in customer service, complaint resolution or a similar customer-focused role Excellent written and verbal communication skills, with the ability to adapt your approach to different customers and situations Strong problem-solving skills, sound judgement and the ability to assess information to make fair, informed decisions Resilience and confidence when managing difficult conversations or sensitive customer matters Strong attention to detail, organisational skills and the ability to manage competing priorities The ability to build positive relationships and work collaboratively with others to achieve great outcomes Confidence using technology, with the ability to quickly learn new systems, adapt to changing processes and embrace new ways of working. If you bring most of this experience, along with transferable skills and the drive to grow, we'd love to hear from you. Why join Air New Zealand? We want our people to live their best lives, with benefits that support their wellbeing, personal growth and time outside work. Enjoy discounted travel opportunities with Air New Zealand, with Staff Travel benefits you can share with friends and whānau Grow your career through development opportunities, on-the-job learning and exposure to new experiences Access wellbeing resources, employee support programmes and healthcare options Enjoy discounts on hotels, activities, retail and other everyday experiences through our work perks programme. Ready for take-off? If you're passionate about people, confident navigating challenging conversations and excited by the opportunity to shape customer experiences at one of New Zealand's most recognised brands, we'd love to hear from you. Bring your empathy, curiosity and commitment to making every interaction count. Apply today and help us create meaningful connections with our customers, wherever their journey takes

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/customer-communication-and-engagement-specialist-at-air-new-zealand-9afa5c

Source: https://jobsbylevel.com/jobs/customer-communication-and-engagement-specialist-at-air-new-zealand-9afa5c

## Cite this page

Level. https://jobsbylevel.com/jobs/customer-communication-and-engagement-specialist-at-air-new-zealand-9afa5c.

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