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 8 of 20

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?

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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.

Because of the simple nature of the industry and the fact that the passengers of Air New Zealand come from all walks of life and travel for many different reasons, customers can have some very unique demands. Your job as a Customer Service Agent will be to help customers with anything you can, within reason. To get a feel for your willingness and ability to do this, your interviewer is looking to hear about a situation in which you have had to do this in the past. As you prepare for this question, think of a time that highlights a very unique situation with a customer that fell outside of your typical duties and allows you to talk about your reasoning for helping the customer in that way. In the end, your interviewer is looking to hear that you are flexible and willing to do what is necessary to put a smile on the customer's face.

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.

"During my time in Customer Service with Spark New Zealand, I did many things that were out of the scope of my job to help provide the best experience for customers. One day, we had a customer who was having major connectivity issues with their wireless internet. Being that they were running a large business and all of the techs were on the road that afternoon, I sought permission from my manager to leave my desk and go help the customer at their site and he obliged. I took the time to speak further with the customer over the phone so I could diagnose the issue and bring as much extra equipment that I could. In the end, I fixed the issue at the customer's place of business, and they were very happy with the result in such a timely manner. In this situation, I knew how important this particular customer was, so I was very willing to step outside of my normal job duties."

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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?