Company Description
Are you ready to take your career to new heights? At Cathay we are not just an airline; we are an award-winning, values driven, complex global business with a rich history spanning over 78 years. We pride ourselves on our commitment to excellence, innovation, service and are dedicated to connecting people and cultures. We are proud of our Hong Kong heritage and equally proud of the global, diverse workforce that makes us who we are.
Regardless of job or location, we are all one team who are focused on delivering a world-class airline operation.
Role Introduction
Reports to: Customer Care Manager
Location/Country: Seoul/Korea
Job Level: A
Employment type: contract (18-month)
We are looking for a passionate individual to achieve the highest customer service standards when servicing and selling to customers. Build strong relationships with customers and ensure the generation of maximum revenue through direct channels. Interpret customer needs, promote Cathay services and brands via direct channels, identify sales opportunities and actively use the individual selling and customer service techniques to support, maximise and maintain. revenue, whilst maintaining a focus on customer retention and service excellence.
Key Responsibilities
Provide one-stop-shop customer service through all digital (livechat, LINE, email etc.) and telephone channels to Cathay customers
- Recommend travel products, fares and services to customers.
- Assist customers to reserve and make alterations to travel plans (ticket re-issuance).
- Assist customers to buy and self-serve seamlessly through our website, cathaypacific.com and mobile application
- Assist customer to resolve disservice situations e.g., determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularities occur.
- Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics.
- Handle travel agent and corporate customers’ enquiries across various channels and help improving self-services for travel agents on company platforms.
- Capture every sales opportunity to contribute towards the team’s revenue targets.
- Handle customer complaints, compliments, and feedback and liaise with relevant teams to investigate and to take necessary actions to respond to customers in a timely manner
- Handle concessionary tickets booking and ticketing matters.
- Take up Emergency and Accident, and Crisis Responsibilities as required Undertake any other reasonable task as required
E&A
- Emergency and Accident and Crisis Response responsibilities as required
Requirements
Academic Qualifications
Knowledge, Skills, Training And Experience
- Minimum 2 years’ experience in the Airline industry is an advantage
- Demonstrable passion for excellent customer service in line with Cathay’s brand promise and vision
- Great communication, listening and problem-solving skills
- Excellent telephone manner with the ability to connect and build relationships via phone
- Ability to work as part of a team and independently
- Organized and focused
- Ability to work under pressure
- Travel industry experience and knowledge of Global Distribution Systems (GDS), preferably Amadeus is an advantage
- Good PC literacy skills in MS Office tools and internet browsers
Personal & Application Information
Application
- Cover letter both in English and Korean detailing your motivation for applying
- The latest CV both in English and Korean
Application deadline: 18 December 2024
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
