Under the general guidance and direction of the Reservations and Ticketing Team Leader, provide quality reservations & ticketing customer service and, on an as required basis provide operational support to ensure customer needs and requirements are met in a timely, friendly and professional manner and to contribute to the achievement of financial and business targets.

Key Outputs:

. Answer all calls/enquiries form Greater China and rest of Asia in a consistently courteous and efficient manner

. Update systems and databases with appropriate customer information and process customer requests or changes accurately and promptly.

. Respond to customer enquiries and complaints in a timely, professional and friendly manner to exceed customer expectations and aid customer retention.

. Selling/Promoting Air NZ products and services to assist in the achievement of financial and business targets.

. Develop highly effective relationships with all internal and external customers

. Listen, be sensitive and proactively offer solutions to all internal and external customers

. Meet the performance standards of telephone answering etiquette

. Keep updated on various marketing programmes such as Frequent Flyer/ promotion events in ensuring that quality service can be given to them

. Answer travel agents call and provide seamless operations support

. Work with Airport staff in ensuring special customer requests are met fulfilling all requirements and provide on the ground operational support for the Airport Manager as required

. Perform a good reservations role ensuring effective control of the seat capacity allocation to the specific key account and to minimise seat wastage through close monitoring

. Be conversant on various reservation procedures on PTA handling, staff travel, queue duty, Wholesale ticketing and other reservation functions

. Perform a travel consulting role in promoting our products and services

. Carry out administrative duties as required to facilitate effective functioning of customer service operations.

. Identify and recommend process improvements that enhance the customer experience and improve efficiency and sales results.

. Assist in maintaining a safe and efficient workplace by adhering to health and safety procedures, emergency procedures and working in accordance with legislative and organisational requirements.

Requirements:

. Proficiency in English is a must

. Cantonese will be a plus

. Airline or travel industry experience preferred

. Call center experience preferred

. Qualification on reservations and/or ticketing

上班地址：南京西路1168号中信泰富广场1207-1208