Cathay Pacific รับสมัคร Customer Contact Team Lead
สายการบิน Cathay Pacific เปิดรับสมัครตำแหน่ง Customer Contact Team Lead ทำหน้าที่คอยประสานงานและนำทีมในการให้บริการที่มีคุณภาพสม่ำเสมอแก่ลูกค้าและเพิ่มการสร้างรายได้สูงสุดผ่านการขายตรงและรายได้เสริมเพื่อให้บรรลุเป้าหมายการขายและการบริการของทีม โดยเป็นส่วนหนึ่งของวัตถุประสงค์การปฏิบัติงานของแผนกดูแลลูกค้า (CCD)
- Recommend travel products, fares and services and provide after-sales support to all customers from all touch points including telephone, digital messaging, email and face to face based on operational needs.
- Assist customers to reserve and make alteration of travel plans (ticket re-issuance) based on operational needs
- Assist customers to buy and self-serve seamlessly through our websites, cathaypacific.com and mobile application based on operational needs
- Assist customer to resolve disservice situations e.g., determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularity occur based on operational needs.
- Respond to feedback and general enquiries from worldwide. Answer questions from Customer Care Advisors and provide on-the-job guidance and feedback.
- Leading the team to interact with-, and provide consistent excellent “one stop shop” service to customers.
- Leading the team to-, and meet key Customer Contact performance goals in terms of customer satisfaction, quality, productivity and key performance metrics
- Handle and investigate complaints and customers’ feedback.
- Anticipate escalation and take over calls when needed. Provide solutions and/or compensation through different contact channels.
- Capture every sales opportunity to improve revenue generations.
- Build, establish and maintain open lines of communication with agents, peers, trainers, managers, business partners and other areas of the company to facilitate routine operation and problem solving.
- Monitor actual operation requirement and reshuffle resources.
- Prepare reports for operational and management analysis.
- Foster excellent teamwork, sense of commitment, reliability and accountability, and provide guidance and support to strengthen the team.
- Coach Customer Care Advisors and ensure that proper training and briefing are provided to the team for ongoing development and keep abreast up-to-date skills and knowledge.
- Conduct formal performance appraisals of Customer Care Advisors including annual goal- setting/performance development plan, mid-year and year- end performance review. Support Senior Customer Care in their career development.
- Conduct regular staff meetings and team activities.
- Provide effectiveness feedback to Head of Sales
- Provide support to Senior CCA and take up customer complaint cases based on operational needs.
- Participate in head office projects and ensure CCD’s concern been well addressed and operation needs been considered in development phase.
- Support all sales & marketing related activities.
- Excellent command of written and spoken English.
- Minimum 5 years’ operational experience in customer service field
- Mature with excellent interpersonal and people management skills.
- Interested in facilitating supportive and effective team relationship.
- Ability to manage, train and motivate staff.
- Dynamic personality with a focus on customer service and motivational skills.
- Strong negotiation and problem solving skills.
- Energetic and able to work under pressure.
- Good organisational and time management skills.
- Good knowledge of Altea Reservations system ARD.
For more information, please visit Cathay Pacific
