Cathay Pacific รับสมัคร Senior Customer Care Advisor ที่กรุงเทพ
สายการบิน Cathay Pacific เปิดรับสมัครตำแหน่ง Senior Customer Care Advisor ประสบการณ์ 5 ปี งาน Customer Service สื่อสารภาษาอังกฤษและบาฮาซาอินโดนีเซียได้ ปิดรับ 12 เมษายน
- Provide “one-stop-shop” customer service across Cathay from all touch points including telephone, digital messaging and email channels
- Recommend travel products, fares and services and provide after-sales support to customers.
- Assist customers including direct corporate clients to reserve and make alteration of travel plans (ticket re-issuance).
- Provide customer service through digital, Telephone and email channels globally to all Cathay customers
- Assist customers to buy and self-serve seamlessly through our websites, 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 irregularity occur
- Capture every sales opportunity to improve revenue generations
- Build, establish and maintain open lines of communication with agents, peers, executives, managers, business partners and other areas of the company to facilitate routine operation and problem solving.
- Identifying operational issues and suggest possible improvements
- Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics.
- Handle queue with all the related follow up
- Provide the B2B support and ensure that all queries are handled promptly and in a timely manner.
- Provide ticketing support to port airport team
- Handle locally on refund process and report to GGT for bank-in (CASH) payment received
- Handle reservation, ticket requests and issuance for AD/ID sponsorship, prize winners, Cargo trade AD ticket, CX staff duty travel to interline partner flights and interlines duty trave
- Support all sales & marketing related activities.
- Handle admin work such as sales report checking and adhoc fare filing
- Respond to feedback and general enquiries from worldwide. Answer questions from Customer Care Advisors and provide on-the-job guidance and feedback.
- Handle complaints and customers’ feedback. Anticipate escalation and take over calls. Provide solution and/or compensation through different contact channels
– Handle simple customer complaint calls and cases
– Handle non complaint cases – respond to customer compliments, enquiries, suggestions
– Liaise with various line departments to investigate or refer cases for their handling. - Foster excellent teamwork, sense of commitment, reliability and accountability, and provide guidance and support to strengthen the team includes expanding skill development and learning
– Conduct on-the-job training and provide coaching to Customer Care Advisors at all levels.
– Conduct complex briefing and prepare related briefing materials. - Any other CCD related duties as assigned by direct appraiser
- 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.
- 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.
- Excellent command of written and spoken English and Bahasa Indonesia
- Good knowledge of Altea Reservation Desktop System
For more information, please visit Cathay Pacific
