Air New Zealand Customer Service Agent Mock Interview

Master 20 Air New Zealand Customer Service Agent interview questions covering passenger care, Kiwi hospitality, and operational challenges.

Question 1 of 20

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?

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Ryan Brunner

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

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.

Ryan Brunner

Ryan Brunner has over ten years of experience recruiting, interviewing, and hiring candidates in the healthcare, public service, and private manufacturing/distribution industries.

"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."

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20Air New Zealand Limited Interview Questions & Answers

Airline Customer Service Agent

1.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?

Airline Customer Service Agent

2.If you were on the phone with a customer who was demanding that you match the ticket pricing of a competitor airline, how would you handle that situation?

Airline Customer Service Agent

3.If hired as our next Customer Service Agent, you would be expected to train diligently on our software programs during your orientation process so you can hit the ground running. How would you rate your ability to do this?

Airline Customer Service Agent

4.Have you had any cash handling experience during your career at any point, and why would this be beneficial at Air New Zealand?

Airline Customer Service Agent

5.What communication style would you bring to the Air New Zealand team?

Airline Customer Service Agent

6.As our next Customer Service Agent, you will be expected to know the entire Air New Zealand business. Have you ever held a role where knowing your business from back to front was necessary for your role?

Airline Customer Service Agent

7.At times in this role with Air New Zealand, you may be required to transport passengers via a shuttle van. Do you have a valid driver's license and a clean driving record?

Airline Customer Service Agent

8.Our Customer Service Agents often have to handle unique requests from our customers with a smile on their face. Talk about a time you had to handle a unique request that fell outside of your typical job duties. Why did you oblige the request?

Airline Customer Service Agent

9.As a Customer Service Agent at Air New Zealand, you will help with ensuring that aircraft are prepared for flight inside the cabin. Do you have any cleaning and/or stocking experience during your career?

Airline Customer Service Agent

10.Part of this role will entail escorting passengers to and from flights in a timely manner. What interpersonal skills do you have that will make you excel in this aspect of the job?

Airline Customer Service Agent

11.Our staff are expected to withhold the highest standards of professionalism while on the job. What does being professional mean to you on the job?

Airline Customer Service Agent

12.Talk about a time that you identified an area for improvement on the job in the past. How did you go about ensuring that changes were made, and why did you take this course of action?

Airline Customer Service Agent

13.Talk about a job where you had to multitask your duties each day. What did you do to stay organized and on task throughout the day?

Airline Customer Service Agent

14.Safety and security are extremely important to us at Air New Zealand. How can you help foster a culture of safety for our staff and customers?

Airline Customer Service Agent

15.This position would require a background and employment verification check. Would you have any issues being subjected to this?

Airline Customer Service Agent

16.What appeals to you most about being our next Customer Service Agent at Air New Zealand?

Airline Customer Service Agent

17.Talk about a time you had to deal with an unreasonable person in the workplace. How did you handle that situation with ease?

Airline Customer Service Agent

18.If a customer approached you with a question or request that you weren't sure how to respond to, what would be the next steps you would take?

Airline Customer Service Agent

19.At Air New Zealand, teamwork is the key to providing the best overall experience to our customers. How do you work as part of a larger team?

Airline Customer Service Agent

20.What do you consider your greatest accomplishment during your career?