香港港龙航空有限公司RSC Officer 区域销售服务中心专员

Job Description

RSC Officer 区域销售服务中心专员

 

Location/Country: Shanghai

 

Purpose

To maximise direct sales opportunities and grow direct sales revenue as the ‘voice’ (phone/email) of Cathay Pacific.

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.

 

Competencies

Knowing our Business Environment

Analysis and Problem Solving: Level 1

Customer Focus: Level 2

Driving Service and Business Excellence

Communication: Level 2         

Commercial Acumen: Level 1

Collaborating with Others

Accountability    : Level 2

Interpersonal Effectiveness: Level 2

Leading the Airline

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Key responsibilities and tasks

 

Revenue Generation - 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 the professional Contact Centre Agent to handle Travel Agent queries across various channels with a Service Straight from the Heart manner

·Be at the ‘front end’ of the business with responsibilities to serve walk-in customers as required and respond to Travel Agents queries/feedback

·Assist direct customers in travel planning, ticketing matters and provide after excellent sales service support

·Process flight disruptions and call-outs to affected customers as required

·Actively contribute to the team’s service level targets

 

Other

·Participate in continuous improvement projects as required

·Any other reasonable task as requested

 

E&A

·Emergency and Accident and Crisis Response responsibilities as required

 

Qualifications / Experience

 

Academic qualifications

·High school graduation

 

Knowledge, skills, training and experience

·Travel Industry experience and knowledge of Global Distribution System (GDS), preferably Amadeus is an advantage

·Excellent telephone manner with the ability to connect and build a relationship via telephone

·Strong command of spoken and written English

·Demonstrable passion for excellent customer service in line with the brand promise

·Strong communication, listening and problem solving skills

·Good PC literacy skills in Word, Excel, Internet browsing

 

Deadline: Mar31,2019.

CV Receiving email: sha_pnl@cathaypacific.com