Reservation Sales Agent

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Location: Mumbai
Job type: Permanent
Aircraft type:
Contact:
Sector: Airport
Job Role:

Reports toReservation Sales Supervisor

Indirectly reports toAsst. Customer Sales Manager

Responsible for (positionsNone

Location/CountryMumbai / India

Employment ConditionContract (1 year)

Terms of Reference forCathay Pacific

Job LevelA

Affects safety and/or security accountability No

Purpose:

To maximise direct sales opportunities and grow direct sales revenue as the ‘voice’ (phone/email) 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 & Tasks:

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 contact centre agent to handle passengers’ queries across various channels professionally in a Service Straight from the Heart manner

* Be at the ‘front end’ of the business with responsibilities to serve walk-in customers and respond to passenger queries/feedback

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

* Handle flight disruptions and call-outs to affected customers as required

* Actively contribute to the team’s service level targets

Others

* Participate in continuous improvement projects as required

* Any other reasonable task as requested

Qualification & Experience

* Strong command of spoken and written English (Cantonese and/or Mandarin plus the local language is an advantage)

* Demonstrable passion for excellent customer service in line with the Life Well Travelled brand promise emphasising great communication, listening and problem solving skills

* Experience in in-bound and out-bound calls an advantage

* Excellent telephone manner

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

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

Please refer to IntraCX for details of our Internal Vacancy Policy and Compensation Management Policy.

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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