Key Responsibilities

• Provide one-stop-shop customer service through all Digital channels, e.g. Livechat, WhatsApp, Facebook Messenger, etc., and Telephone channels Item 2 of 9, 
• Recommend travel products, fares and services and provide after-sales support to customersItem 3 of 9, Assist customers in purchasing and self-serving seamlessly through our websites and mobile application
• Assist customers in purchasing and self-serving seamlessly through our websites and mobile applicationItem 4 of 9, Handle reservations, ticket issuance and re-issuance for travel plan alterations, and process upgrades for loyalty and frequent flyer members
• Handle reservations, ticket issuance and re-issuance for travel plan alterations, and process upgrades for loyalty and frequent flyer membersItem 5 of 9, Assist customers in resolving service disruptions, e.g. determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularities occur
• Assist customers in resolving service disruptions, e.g. determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularities occurItem 6 of 9, Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics
• Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metricsItem 7 of 9, Capture every sales opportunity to improve revenue generation
• Capture every sales opportunity to improve revenue generationItem 8 of 9, Respond to feedback and general enquiries from worldwide 24 x 7
• Respond to feedback and general enquiries from worldwide 24 x 7Item 9 of 9, Support Customer Contact teams around the world when required
• Support Customer Contact teams around the world when required

Requirements

• Right to work in Hong KongItem 2 of 10, 
• Minimum age of 18Item 3 of 10, Good command of spokenwritten English
• Good command of spoken and written EnglishItem 4 of 10, Fresh graduates are welcome
• Fresh graduates are welcomeItem 5 of 10, Proficiency in PC operation and typing
• Proficiency in PC operation and typingItem 6 of 10, Customer service-oriented attitude with good communication and problem-solving skills
• Customer service-oriented attitude with good communication and problem-solving skillsItem 7 of 10, Good team player with an ability to work independently
• Good team player with an ability to work independentlyItem 8 of 10, Ability to work in an organised and focused manner
• Ability to work in an organised and focused mannerItem 9 of 10, Ability to work under pressure
• Ability to work under pressureItem 10 of 10, Flexibility to work on shift schedules, including weekends, public holidays, and occasional overnight shifts
• Flexibility to work on shift schedules, including weekends, public holidays, and occasional overnight shifts