Customer Service Agent - Rotorua

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Air New Zealand is seeking a Permanent Part-Time Customer Service Agent at Rotorua Airport to join a dynamic, fast paced team delivering warm service across check in, passenger support, flight dispatch and disruption management. The role offers 36 hours per fortnight minimum up to 72, with a rotating roster including early mornings, late nights, weekends and public holidays. Requirements include the right to work in New Zealand, a minimum restricted NZ Driver’s Licence with reliable transport, proven frontline customer service in a high pressure environment, and professional presentation. Apply online with your CV and cover letter by March 4; no email applications. Tailor your CV to frontline work, give concrete examples of problem solving, and show resilience and teamwork.

Job Description

Kia ora!

We currently have a Permanent, Part-Time Customer Service Agent opportunity available at Rotorua Airport.

Working at Rotorua Airport, you’ll be part of a dynamic and fast-paced environment - one that requires a passion for people, travel, and a high level of resilience. Every customer has a unique story, personality, and background, so no two days will ever be the same.

Our dedicated team provides warm, friendly service to ensure customers have a smooth and enjoyable travel experience. There will be times of high pressure and tight deadlines, so adaptability and resilience are key. Your responsibilities will be diverse, including checking in customers, assisting passengers with special requirements, dispatching flights, managing disruptions, and supporting flight arrivals and departures.

Shift Roster

In this part-time role, you will work a minimum of 36 hours per fortnight, with the potential to work up to 72 hours per fortnight. You will be required to work on a rotating roster, which includes early mornings, late nights, weekends, and public holidays. Shift times can vary, ranging from a 5:00 AM start to a 10:00 PM finish, depending on business needs and flight schedules.

Role Requirements

To thrive in this role, you will need strong frontline customer service experience and a willingness to go above and beyond for our customers. Excellent communication skills and a professional, friendly manner are essential, along with the ability to problem-solve and take initiative in a fast-paced setting.

Key requirements:

• Legal right to work in New Zealand (NZ Citizen, NZ Permanent Resident, or Australian Citizen)
• Minimum Restricted NZ Driver’s Licence at the time of application, with reliable transport to get to work
• Experience in a customer-facing role, ideally in a high-pressure environment
• Professional personal presentation, including communication and grooming, while meeting uniform standards

Benefits of Joining Air New Zealand:

• Competitive salary starting at $32.76 per hour
• Fixed roster pattern so you can plan your time off in advance - great for lifestyle, family, and hobbies
• Shift work flexibility with less traffic and more personal time during off-peak hours
• Free car parking and uniform provided
• A close-knit team environment with a diverse mix of cultures and plenty of social events
• Excellent career progression opportunities with full training provided
• Work in the exciting airport environment, where every day brings something new

If this sounds like the perfect fit for you, please apply online via our careers website with your CV and cover letter. Please note, we will not be accepting email applications.

Application close date will be Wednesday 4 March

Additional Information

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.

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."