Kia ora!
Ready to be the voice of Air New Zealand, connecting customers with their dream journeys?
At Air New Zealand, we connect friends and whānau across Aotearoa and the world. Were recruiting for a Reservations Consultant to join the team based in Tokyo, Japan. As part of our reservations team, you’ll thrive in a dynamic environment, playing a vital role in ensuring every customer interaction is memorable. After recently being voted New Zealand’s most attractive employer, Air New Zealand continues to earn global recognition for its great culture, outstanding customer service, and world-class innovation. Join us to reach your full potential with the support of our whānau.
This is a fixed term contract for 6 months with potential to extend.
How youll make an impact:
- Answer customer calls promptly, professionally, and with warmth, ensuring each interaction exceeds expectations.
- Resolve enquiries and complaints efficiently, transforming challenges into memorable customer experiences.
- Guide customers through booking processes, resolving errors swiftly and accurately, especially in collaboration with travel agencies.
- Provide insightful travel advice, sharing your knowledge of New Zealands highlights and hidden gems.
- Support customers with online booking assistance, ensuring accuracy and ease of use.
- Coordinate closely with airport teams to fulfil special customer requests and provide seamless operational support during disruptions.
- Manage a range of reservation activities including staff travel, wholesale ticketing, and queue management.
- Assist Account Managers with sales activities, contributing directly to our commercial success.
- Facilitate group bookings with travel agencies, ensuring smooth, efficient processes.
- Leverage your industry network to foster relationships and streamline customer experience
Ideally you will have:
- Exceptional telephone etiquette and customer-focused communication skills.
- Proven ability to handle enquiries and resolve complaints effectively.
- Knowledge or interest in New Zealand tourism and travel highlights.
- Accuracy and confidence in handling online booking systems.
- Experience managing customer relations in a fast-paced environment, ideally within travel or hospitality.
- Collaborative approach with airport and sales teams, especially under pressure.
- Familiarity with reservation procedures including wholesale ticketing and staff travel is advantageous.
- Strong interpersonal skills to build and maintain internal stakeholder relationships across sales, commercial, and spaneting teams.
If you bring most of this experience, along with transferable skills and the drive to grow, we’d love to hear from you.
Ready for take-off?
Join us and become a vital part of the team shaping exceptional journeys for our customers every day. Apply now and help take our customer experience to new heights.
Please note this role is based in Tokyo and only candidates with existing work eligibility in Japan will be considered for this opportunity. You also must be fluent in Japanese to be considered for this role.
Applications close 13th October 2025.
Additional Information
At Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset – because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles. We encourage candidates from diverse backgrounds, including those with a disability, additional health and mental health needs, and/or are neurodiverse to apply for our roles.
If you have encountered any accessibility barriers and require further information or reasonable accommodations to our recruitment process, please reach out to the recruiter listed on this job advert so they are able to support you to freely participate equitably in our recruitment and selection process.
Whāia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina.
"Seek to bring distant horizons closer. Once near, seize them and make them your reality."
