Senior Customer Care Advisor

Role Introduction

Senior Customer Care Advisors should achieve the highest customer service standards when servicing and selling to customers through “one-stop shop service”.

They will build strong relationship with customers and ensure maximum revenue generation through direct channels.

They will interpret customer needs, promote Cathay Pacific (CX) services and brands via direct channels, identify sales opportunities and actively use the individual selling and customer service techniques to support, maximise and maintain revenue, whilst maintaining a focus on customer retention and service excellence.

They are also responsible for coaching Customer Care Advisors and being flexible to take on different challenges across Customer Care Department.

This role also includes a rotation between Customer Contact and Customer Support teams.

Key Responsibilities

• 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
  
  

Requirements

• 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