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Customer Contact Specialist with German
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Location: Poland
Job type: Permanent
Aircraft type:
Contact:
Sector: Business & Administration
Job Role:
Job Description
Title: GCC Customer Contact Specialist with German
Job level: A
Reports To: GCC Customer Contact Lead
Direct Reports: n / a
Location: Krakow Global Contact Centre (KRK GCC)
Hours: 40 hours per week
Dated: 07 Nov 2017
Job purpose
Customer Contact Specialist achieves the highest possible customer service standards when selling and ticketing to direct customers or when serving travel agents and corporates. He / she ensures the generation of maximum revenue from all customers. He / she build strong relationship with direct customers and prospect potential corporates through maximisation of every direct business opportunity. He / she supports other team members in achieving the common goal.
Customer Contact Specialist promotes Cathay Pacific Airways services and brand via the appropriate channel (including phone, web and email), interpreting customer needs, identifying sales opportunities and actively using individual selling and customer service techniques to support, maximise and maintain revenue, whilst maintaining a focus on customer retention and service excellence.
Key relationships:
GCC Contact Centre Lead, GCC Manager, People Manager
Responsibilities
Provide excellent customer service to Cathay Pacific Customers
1. Answer all customer enquiries professionally and effectively leading to sales.
2. Maximise direct sales on an individual and team basis by developing a proactive selling mind and applying latest marketing policy and product knowledge.
3. Effectively communicate CX product ranges and fares and ticketing conditions with the highest customer service and accuracy.
4. Maximise the revenue contribution of CX within agreed sale targets through the effective use of all available sales and telesales tools
5. Recognise and acknowledge Marco Polo members and promote all aspects of our Marco Polo Cub.
6. Present a professional and favourable image of CX at all times.
7. Make sure accurate fares and times are quoted that best meet customer needs.
8. Provide administrative support, completing paperwork accurately.
9. Maintain CX customer service standards at all times.
10. Collate, share and analyse information from direct customers.
11. Identify and exploit new direct revenue opportunities.
12. Handle refunds within corporate guidelines.
13. Contribute towards audit compliance by adhering to all internal audit requirements.
14. Support and promote tactical campaigns & third party campaigns, created by marketing
15. Ensure smooth communication and cooperation within the team
Qualifications and Experience
1. Essential criteria
1. Quality focus and strong customer service skills
2. Excellent non-visual communication skills
3. Demonstrated focus on providing service through sales
4. Experience in closing a sale
2. Desirable criteria
1. Experience in Travel industry
2. Knowledge of GDS, preferably Amadeus
3. Experience in working in a multinational and multicultural environment
Skills/Abilities and Personal Attributes
1. Essential criteria
1. Proficiency in written and spoken English and German
2. Excellent communication skills
3. A logical thinker with attention to detail and the ability to problem solve
4. Resilience and positive attitude
5. Willing to work on shifts and ability to work under pressure.
6. PC literacy and familiar with internet usage
2. Desirable criteria
1. Mature personality with excellent interpersonal skills
Personal Responsibilities
* Health and Safety: It is the responsibility of all staff to be aware of their duties under Cathay Pacific’s global and local Health and Safety policies, and to be aware of and observe any part of the policy related specifically to the duties and responsibilities of this post.
* Confidentiality and Data Protection: All staff must be aware of their responsibilities in respect of confidentiality of all Company information.
* Trade Associations: All staff must be aware of their responsibilities in respect of Trade Association participation and staff should avoid those associations or bodies with anti-competitive objectives or practices.
* Equal Opportunities: The Company supports a working environment that promotes mutual respect and trust. It is important for employees to understand and appreciate the global nature of our business and for employees to treat others with dignity irrespective of background, culture or preference.
This job description is not a definitive or absolute list of responsibilities. It identifies the main responsibilities of the postholder. The specific key result areas (KRAs) of the postholder will be subject to review as part of the Performance Management Appraisal process.
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. 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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