Cathay Pacific เปิดรับ Direct Sales Officer ทำงานที่ปทุมวัน

NX June 15, 2023June 15, 2023 Cathay Pacific, Direct Sales

งานสายการบิน มาใหม่ สายการบิน Cathay Pacific เปิดรับสมัครตำแหน่ง Direct Sales Officer ทำงานที่ปทุมวัน

Main Purpose of The Job

To help in making Cathay Pacific the best airline by constantly striving for excellence, delivering good results, demonstrating a can-do spirit, and extending service straight from the heart.
To deliver excellent customer service by achieving target service levels, both in call handling and over-the-counter transactions, in handling direct customers.
To achieve and surpass annual revenue targets for direct sales and ancillary revenue by capturing and closing all sales opportunities
Actively support and contribute to achieving all team goals for the department.
Encourage and maintain loyal clients by providing adequate after-sales service.
Must be responsible to obtain explicit knowledge of CX products and services.

Key Responsibility

To work as a team in meeting the service level and sales target.
To actively promote CX products, up-selling customers to secure higher yield and capture sales opportunities.
To actively recruit passengers to join our Asia Miles and Marco Polo Club Program and to strengthen customer relationships.
To actively promote the appropriate CX e-products to encourage self-service and enhance customer satisfaction.
To assist direct customers in travel plans and ticketing matters.
Respond to inquiries and assist customers in a courteous and professional manner at all times.
To actively participate in continuous improvement projects.

Process and Procedure of Direct Sales Operations

Telephone Sales

Equip oneself with each promotion details, the line to take, and key pitching messages which are provided by AM Direct Sales to call in target customers.
Perform up-sell pitching to all potential call-in customers to achieve up-sell targets.
Follow promotion guidelines and steps to achieve sales and Asia Miles recruitment

Telephone Service

Does the proper telephone greeting when ending a call and demonstrates good customer service by going the extra mile and SSFTH
Expected to log in at least 7.5 hrs per day (on regular work days) and do a minimum of an average of 10 calls per hour.
Handle inquiries for both Cathay Pacific and Dragonair passengers.
Serve online passengers who need offline assistance and find an opportunity to close sales quickly.
Create new flight and handles booking modification and cancellations
Handles the special services requirements of passengers such as ASR, WCHR, SPML, etc. Counter Duty:
Assists walk-in passengers with their transactions (issuance of new tickets, upselling, re-issuance, refunds, etc)
Log-in telephone call service throughout working hours. To “make busy” the phone when serving walk-in passengers or travel agents. Handles travel agent’s transactions that require ticketing transactions
Compute for itineraries other than those covered by the net sheets
Accepts payments for tickets and packages purchased through CX
Handles re-issuance from passengers. Receive reissue cases from indoor sales to collect payment in case of travel agents.
ID ticket issuance for sponsorship and barter tickets. Back office duties (Q duty + Telephone call service)
Actions OP, TL, and other assigned queues
Log-in telephone call service throughout working hours. To “make busy” the phone when handling Q
Does telephone sales call-out from the assigned database by AM Direct Sales
Handles requests from other Departments (input OSI, authority, ASR, etc)
Actions Queues on dupe check and schedule change
Handles flight protection during flight disruption and cancellation Other Responsibilities (To be assigned on an ad-hoc basis)
Act as trainers for other CX staff
Does the passenger call out to inform of flight delays, protection, and cancellation
Admin in charge (FMIS, Roster, Supplies), assist LAN Coordinator or DS Email handler.
Act as a support staff to other departments during times of crisis and emergency.
Does the investigation for no show and fictitious bookings
Any other functions that will help the Direct Sales Team’s operational requirements.

QUALIFICATIONS AND EXPERIENCE

Bachelor’s degree in any field
Strong command of spoken and written English
Demonstrable passion for excellent customer service in line with the Life Well Travelled brand promise emphasizing great communication, listening and problem-solving skills
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, and Internet browsing