Customer Service / Call Center

Description:

Reports to : Customer Sales Supervisor
Indirectly reports to : Asst. Customer Sales Manager
Responsible for (positions): None
Location/Country : Mumbai / India
Employment Condition : Contract (1 year)
Terms of Reference for : Cathay Pacific
Job Level : A
Affects safety and/or security accountability : No
Purpose:
To maximise direct sales opportunities and grow direct sales revenue as the ‘voice’ (phone/email) of Cathay Pacific, and to supplement the Digital Sales team in completing sales transactions and generating ancillary revenue.
To promote the Cathay Pacific service, product and brand via the direct channel, interpreting customer needs whilst maintaining a focus on customer retention and service excellence.

Key Responsibilities & Tasks:
Direct and Ancillary Selling
Promote Cathay Pacific products, up-selling customers to secure higher yield and capture sales opportunities
Up-sell / Cross-sell on an ad-hoc basis generating ancillary revenue
Assist to develop and implement the Travel Retail Platform and non-air products as required
Consistently promote the appropriate Cathay Pacific e-products to encourage self-service and enhance the customer experience
Actively contribute to the team’s sales targets
Customer Handling and Servicing
Act as contact centre agent to handle passengers’ queries across various channels professionally in a Service Straight from the Heart manner
Be at the ‘front end’ of the business with responsibilities to serve walk-in customers and respond to passenger queries/feedback
Assist direct customers in travel planning, ticketing matters and provide after sales service support
Handle flight disruptions and call-outs to affected customers as required
Actively contribute to the team’s service level targets
Others
Participate in continuous improvement projects as required
Any other reasonable task as requested

Requirements:

Qualification & Experience
Strong command of spoken and written English (Cantonese and/or Mandarin plus the local language is an advantage)
Demonstrable passion for excellent customer service in line with the Life Well Travelled brand promise emphasising great communication, listening and problem solving skills
Experience in in-bound and out-bound calls an advantage
Excellent telephone manner
Travel Industry experience and knowledge of Global Distribution System (GDS), preferably Amadeus is an advantage
Good PC literacy skills in Word, Excel, Internet browsing

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