Customer Sales Agent

4 weeks ago

Mumbai, India Cathay Pacific Full time

CCD - Customer Care
- Mumbai, India
- Cathay Pacific
- Application Deadline
20 Feb 2023

Company Description

Let your passion fly We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open a world of opportunities for you. This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere.

Join us and discover just how far you can go

Role Introduction

We are looking for someone that will help to maximise direct sales opportunities and grow direct sales revenue as the ‘voice’ (Social Messaging) of Cathay Pacific, and to supplement the Digital Sales team in completing sales transactions and generating ancillary revenue.

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.

Key Responsibilities
- Agents to provide one-stop-shop customer service through all Digital (livechat, whatsapp, FB messenger, etc.) and Telephone channels across CX, MPO and AML.
- Recommend travel products, fares and services and provide after-sales support to customers.
- Assist customers to reserve and make alteration of travel plans (ticket re-issuance).
- Support Customer Contact teams around the world when required.
- Assist customer to resolve disservice situations e.g., determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularity occur.
- Respond to feedback and general enquiries from worldwide 24 x 7.
- Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics.
- Capture every sales opportunity to improve revenue generations.

E&A
- Emergency and Accident and Crisis Response responsibilities as required

**Requirements**:
Academic Qualifications:

- Graduate in any discipline is a minimum.

Knowledge, skills, training and experience
- Good command of written and spoken English is a must.
- Call/Contact Centre experience will be an added advantage.
- Customer service oriented attitude.
- Great communication, listening and problem solving skills.
- Ability to work as part of a team and independently
- Ability to work organized and focused
- Ability to work under pressure
- Willing to work on shifts (including overnight shifts and weekends)
- Two (2) Year - Fixed Term Contract.

**Benefits**:
Personal & Application Information

All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer

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