<p class="MsoNormal" style="text-align: justify; line-height: 1.8;"><strong><span lang="EN-GB" style="font-size: 14.0pt; mso-bidi-font-size: 12.0pt; line-height: 115%; font-family: 'Arial',sans-serif;">Customer Service Agent/Officer (PEK)  </span></strong></p> <p class="MsoNormal" style="text-align: justify; line-height: 1.8;"><strong style="mso-bidi-font-weight: normal;"><span lang="EN-GB" style="font-size: 14.0pt; mso-bidi-font-size: 12.0pt; line-height: 115%; font-family: 'Arial',sans-serif;">Location: Beijing</span></strong></p> <p class="MsoNormal" style="text-align: justify; line-height: 1.8;"><strong style="mso-bidi-font-weight: normal;"><span lang="EN-GB" style="font-size: 14.0pt; mso-bidi-font-size: 12.0pt; font-family: 'Arial',sans-serif;"> </span></strong></p> <p class="MsoNormal" style="line-height: 1.8;"><strong><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">I.Job descriptions</span></strong></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;"> </span></p> <p class="MsoNormal" style="line-height: 1.8;"><u><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">1.Flight Handling</span></u></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">a）Perform activities related to traffic handling including pre-flight planning, check-in, departure and arrival handling, baggage, lost and found, ramp, lounge, delay handling and any passenger enquiries.</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">b）Proactively interact with customers in all areas of customer contact and ensure that passengers are being well taken of and special assistance are provided as appropriate.</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">c）Ensure that service partners perform daily operations and services in accordance to contractual standard and targets.</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">d）Follow up promptly with post flight actions and administration.</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">e）Confident when dealing with irregular situations such as handling difficult customer, flight disruption, etc and able to render appropriate service recovery to passengers.</span></p> <p class="MsoNormal" style="line-height: 1.8;"> </p> <p class="MsoNormal" style="line-height: 1.8;"><u><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">2.Administration</span></u></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">a）Maintain proper records and filing system on flights and daily operations;</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">b）Provide support in preparation of report (e.g. statistics and figures) as required by his/her superiors;</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">c）Verification of selected invoices relating to station operation;</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">d）Ability to carry out investigation relating to discrepancies, lapses and errors;</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">e）Prompt follow-up and response to emails from HQ and SM;</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">f）Review work procedures and implement solutions to improve service, efficiency or cost savings;</span></p> <p class="MsoNormal" style="line-height: 1.8;"> </p> <p class="MsoNormal" style="line-height: 1.8;"><u><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">3.Other duties or Assignments (please specify if applicable)</span></u></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">Any other duties as assigned by his/her superiors, approved by Department Head.</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;"> </span></p> <p class="MsoNormal" style="line-height: 1.8;"><strong><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">II.Personal Characteristics & Behaviors</span></strong></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">1）Customer service and communication skills</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">2）Able to work well as a team player</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">3）Organised and neat in work</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">4）Proactive in seeking solutions to resolve problems</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">5）Disciplined and respectful of local guidelines and company directives</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">6）Able to work in a high stress environment</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;"> </span></p> <p class="MsoNormal" style="line-height: 1.8;"><strong><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">III.Educational Qualifications</span></strong></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">1）Fluent in both written and spoken English language and Chinese language</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">2）Computer literate and knowledge of basic office applications e.g. Microsoft Word / Excel</span></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">3）Literacy in ops functions and systems e.g. but not limited to Altea CM/FM, OCCS, other systems pertaining to individual job functions</span></p> <p class="MsoNormal" style="margin: 3pt 0cm; line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;"> </span></p> <p class="MsoNormal" style="line-height: 1.8;"><strong style="mso-bidi-font-weight: normal;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">IV. APPLICATION PROCESS</span></strong></p> <p class="MsoNormal" style="line-height: 1.8;"><span lang="EN-GB"> </span></p> <p class="MsoNormal" style="margin: 3pt 0cm; line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;">Interested applications are to email their full resume, copies of relevant certificates and testimonies to the following personnel </span><span class="MsoHyperlink"><span lang="EN-GB" style="mso-fareast-font-family: '等线 Light'; mso-fareast-theme-font: major-fareast;"><a href="mailto:SQCN_Recruitment@singaporeair.com.sg">SQCN_Recruitment@singaporeair.com.sg</a></span></span></p> <p class="MsoNormal" style="margin: 3pt 0cm; line-height: 1.8;"><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Arial',sans-serif;"> </span></p> <p class="MsoNormal" style="margin: 3pt 0cm; line-height: 1.8;"><span style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 宋体; mso-ascii-font-family: Calibri; mso-ascii-theme-font: minor-latin; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;">硬性要求：</span><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Calibri',sans-serif; mso-ascii-theme-font: minor-latin; mso-fareast-font-family: 宋体; mso-hansi-theme-font: minor-latin; mso-bidi-theme-font: minor-latin;">base</span><span style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 宋体; mso-ascii-font-family: Calibri; mso-ascii-theme-font: minor-latin; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;">北京首都机场</span><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Calibri',sans-serif; mso-ascii-theme-font: minor-latin; mso-fareast-font-family: 宋体; mso-hansi-theme-font: minor-latin; mso-bidi-theme-font: minor-latin;">/</span><span style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 宋体; mso-ascii-font-family: Calibri; mso-ascii-theme-font: minor-latin; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;">大兴机场；接受夜班；英语可作为工作语言</span></p> <p class="MsoNormal" style="margin: 3pt 0cm; line-height: 1.8;"><span style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 宋体; mso-ascii-font-family: Calibri; mso-ascii-theme-font: minor-latin; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;">邮件主题</span><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Calibri',sans-serif; mso-ascii-theme-font: minor-latin; mso-fareast-font-family: 宋体; mso-hansi-theme-font: minor-latin; mso-bidi-theme-font: minor-latin;">&</span><span style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 宋体; mso-ascii-font-family: Calibri; mso-ascii-theme-font: minor-latin; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;">简历命名：</span> <span style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 宋体; mso-ascii-font-family: Calibri; mso-ascii-theme-font: minor-latin; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;">姓名</span><span lang="EN-GB" style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 'Calibri',sans-serif; mso-ascii-theme-font: minor-latin; mso-fareast-font-family: 宋体; mso-hansi-theme-font: minor-latin; mso-bidi-theme-font: minor-latin;">+</span><span style="font-size: 11.0pt; mso-bidi-font-size: 10.0pt; font-family: 宋体; mso-ascii-font-family: Calibri; mso-ascii-theme-font: minor-latin; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-bidi-font-family: Calibri; mso-bidi-theme-font: minor-latin;">岗位</span></p>