Have you every had a job where you provided service over the phone? What key skills from that experience would you bring with you to Air New Zealand?
As a Customer Service Agent with Air New Zealand, you will be expected to provide great service, accurate information, and resolve issues for airline customers over the phone. To understand your ability to effectively handle this aspect of the job, your interviewer is posing this question to you. If you do have past experience in working a phone line, talk about that experience and the skills you used to provide great service. Most importantly, be sure to talk about the things you learned in that job that you will be able to use in this role as a Customer Service Agent. As you answer, try to focus on the things you did over the phone to provide the best service possible.
"I've had two jobs where I did a lot of work with customers over the phone. In high school, I worked for a restaurant and took customer orders over the phone. In my current job, I work the phone lines for incoming service calls. In each of those roles, the key to my success was mastering the business and the products that I worked with. With the restaurant, it was knowing our entire menu off the top of my head and knowing the hot specials each day. In my current role, I know our entire product catalog and services our technicians provide to be able to help diagnose customer issues. While the knowledge was a priority, my friendly attitude and willingness to serve others took over and helped me be very successful in both of these roles; I look forward to bringing those skills to work at Air New Zealand if I am fortunate enough to be offered this position."