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?
At Air New Zealand, Customer Service Agents are often the face of the company to passengers. In this role, you will be expected to know all of the details on flight scheduling, ticketing, baggage policies, and many other areas of the business, so you are able to explain details to customers in your interactions with them. To get at your ability to be as knowledgeable as possible in this role, your interviewer is asking this question to see if you've had to do this in any previous roles you've held. As you answer this question, talk about the position you've held that required a vast knowledge base about the organization you worked for, and explain why having that knowledge was critical to the role. Make sure that you also reiterate to your interviewer that you are willing to learn and master every aspect of the Air New Zealand business if hire for this role.
"In my current job, I work with customers over the phone and with those who come into our location in-person, and I'm most often the first face they see. To best help meet their needs, I know our entire product catalog off the top of my head and also know our entire sales and marketing teams to be able to direct customers to the right person, when necessary. When I was hired for my current job five years ago, I took it upon myself to familiarize myself and learn our products and staff in a short amount of time to be the expert representative of my organization. If I'm fortunate enough to join Air New Zealand, I would work hard from the start to gain this same level of expertise in this role."
