Customer Service Agent
Air New Zealand
Total years of experience :10 years, 10 months
As a Customer Service Agent (CSA) with Air New Zealand my role was to assist people in checking in for their flights using either the Carina system or the kiosk system at the Domestic Terminal. I also helped passengers who need special assistance such as wheelchairs, unaccompanied minors, visually impaired, DEPAS or just guidance to the gate. Within the Domestic Terminal I also worked in the Koru Lounge (Business Lounge), The Fragile Desk, Special Handling Counter, Link Gate Departures boarding flights and covering for the Turn Coordinator and a higher role called Check-in Experience. All of these roles require excellent levels of customer service as they are all front line positions. I worked in the Koru Lounge for almost 5 years working very closely and personally with our VIP/HVC (High Valued Customers) . I understand the importance of my relationship with these customers and I really enjoy seeing them on a regular basis and being able to go that extra mile to help make their day. It makes you realise how important something small that you do can impact on their experience and they really appreciate it too. Check-in Experience is a lot like a manager's role. In this role I worked in the back office alongside a Team Manager in Operations and I helped out with the smooth running of the Check-in area for the day. There is a lot of paperwork, phone calls and a lot of demands in this role. It is constantly busy and every day was different. Check-in Experience was a great challenging role and that is what I thrive on. I am very well organised and I work extremely well under pressure. I stay calm and I get things done accurately and professionally. Air New Zealand is a big company and we work together like family. We work in a large team daily with many different people and I face many different challenges in my role on a day to day basis. No two days are the same in the industry. In such roles I have to work with an open mind and an abundance of empathy. I had to meet and greet customers with the highest level of customer service by making them feel like they are receiving the best treatment from the time they walked through the door until the time they left. In my role with Air New Zealand I was the first point of contact for the customers so it was very important to me that I be myself and treat each customer like they were the first customer of the day and uphold that until it was time to go home. We had a standard to upkeep and that included uniforms, attitude and personal hygiene. I love working with people and I take absolute pride in my job whatever it may be that I am doing. Working at the Auckland Domestic Terminal was shift work. I worked on a 28 day roster starting very early in the morning and finishing very late at night. I have no problem working weekends and public holidays.
As a Checkout Operator I processed customer's groceries and packed their trolleys. I had to be careful not to break anything and I had to make sure the food was separated appropriately. I also had to handle cash and make sure that I gave back the right change. As a Checkout Operator I was in the front line for customer service and gained excellent skills. I was also made a Supervisor while I worked there. As a Checkout Supervisor I was in charge of making lots of decisions for my staff and making sure our section ran smoothly. I had to accept all forms of documentation and process them, I had to deal with customer complaints and compliments and monitor staff breaks and overrides.
Qualification: NCEA Level 1 Year Completed: 2004 Qualification: NCEA Level 2 Year Completed: 2005 Qualification: NCEA Level 3 Year Completed: 2006 Qualification: University Entrance to any University in New Zealand Year Completed: 2006