Job Profile:
Buyer Communication and Engagement
Job Code:
A1271
Job Description Abstract:
The Buyer Communication and Engagement Specialist is accountable for coordinating the well timed response to prospects
considerations, complaints or queries on behalf of Air New Zealand with a aim of offering a first-time decision through the shopper’s
channel of alternative.
Additionally accountable for offering proactive communication to prospects at occasions of disruption or throughout different important occasions,
offering oversight and path to varied enterprise areas to make sure adherence to our buyer care imaginative and prescient.
Key Outputs
• The coordination of proactive, well timed and common communications to prospects in disruptions together with direct messaging,
social media updates and publishing content material to our web sites.
• Accountable for all buyer correspondence, no matter channel (E mail, Voice, Social, Face to Face). This consists of
dealing with escalations on behalf of the Government crew and representing Air New Zealand at Disputes Tribunal Listening to.
• As a SME you may be accountable for sound resolution making on buyer restoration issues and supply recommendation and
steering to different components of the enterprise.
• Intercept potential buyer points and put in place methods to rectify and get well the state of affairs proactively by growing
options particular to particular person wants.
• Proactive notification to key stakeholders of occasions or potential occasions that would influence prospects and/or our model.
• Guarantee a extremely cooperative and efficient relationship with the Buyer Care crew and wider stakeholders.
• Safety of the Air New Zealand model within the space of digital media.
• Create ‘moments of magic’ for our prospects who could have been affected by an occasion or who could require specialised
observe up on future flights.
• Preserve oversight of buyer restoration choices and options to minimise the unfavorable influence upon the purchasers and our
model.
• “Closing the loop” on points recognized throughout a number of mediums.
• Contribute to and assist the Buyer Expertise technique for the Air New Zealand Group.
• Guarantee compliance with all regulatory and legislative necessities.
• Present insights and reporting of buyer queries/points to inner stakeholders to align with the continual enchancment
within the Buyer Expertise technique.
Work Expertise
• A minimal of 1 yr in a front-line customer support function.
• Expertise in coping with troublesome and difficult buyer conditions.
• Earlier Air New Zealand customer support/operations expertise or airline/journey business information.
Schooling
• Tertiary qualification in communication or advertising or equal related expertise in customer support function which displays
robust customer support ethic.
10/08/2022 8:42 AM
Abilities
Outcomes Mindset:
• It’s a ardour for efficiency and excellence with integrity. Efficiency outlined as uniquely Kiwi and world-class buyer
expertise. That is aggressive management. It’s inserting a contemporary emphasis on innovation, stepping out of our consolation zones to
problem the established order.
Buyer Focus & Excellence:
• It’s externally centered on prospects and making certain our prices add worth to their expertise. We strip out the prices and
complexity that prospects are merely not ready to pay for.
Accountability and Accountability:
• That is performance-driven management. “I’ll ship towards KPIs, holding myself to the very best requirements. I may even maintain
different individuals accountable—by setting clear expectations after which giving suggestions on progress. It’s taking duty for
my very own portfolio and accountabilities, not simply by delivering my outcomes however by serving to my crew ship.” Lastly, it’s personally
driving change and utilizing operational self-discipline to ship on the promise.
