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 18 of 20

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?

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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.

In an attempt to dive into your ability to problem solve on the job with Air New Zealand, your interviewer will be looking to hear that you are quick and resourceful, while continuing to provide great service to the customer. Describe the open and honest approach you would take with your customer and set a timeline for finding them an answer. As you answer, make sure to explain the steps you would take to find the right person with the answer. The keys to displaying your ability to help customers in this situation are honesty, timeliness, and follow-up with the customer.

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.

"In my current role working with incoming customer calls to our business, I am often asked questions that I don't know the answer to. In these situations, I let the customer know that I will get them in touch with the best person to answer their question and do so right away. I let them know that if they get a voicemail, they can leave a message and the call will be returned shortly. In these situations, it is important that I know our staff, their expertise, and their daily schedules to be able to get customers in touch with the right person. In this role working for a much larger airline, it will also be important that I know the staff well and the types of colleagues best suited to answer customer questions. I would let the customer know that I am unable to answer their question, but that I want to make sure it gets answered, and I'd work quickly to contact the right person for the answer."

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