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Job Title
Customer Service Supervisor
Location
Hong Kong
Deadline
25/04/2024
Job Description
The successful candidate is expected to supervise a Customer Service Team and monitor daily operations of the contact centre to provide quality customer service and enhance customer experience of Greater Bay Airlines (GBA).
Key Responsibilities
- Supervise a Customer Service Team to provide quality customer service to clients and follow through company policy and procedure
- Responsible to evaluate frontline performance in terms of telephone manner, customer handling skills and product knowledge
- Support and monitor the daily operations of the contact centre and assist the team to handle all reservation related complaint escalation cases if in need
- Back up and liaison with the touch points for all reservation issues during the flight disruptions
- Consolidate and analyse the daily raw data to prepare statistical reports for management review
- Provide excellent and consistent level services to premium customers and VIP and to maximize guests’ satisfaction and service quality
- Assist in other ad hoc projects as assigned
Requirements
- Hong Kong permanent resident status
- Diploma or above with at least 3 years of Customer Service experience, 2 years of Hotline Operation / eCommerce experience will be an advantage
- TravelSky and GDS knowledge are required
- Good command in both written and spoken English, Cantonese and Mandarin
- Excellent management skills, self-driven, diligent, organized and target oriented
- Pleasant telephone manner with strong interpersonal communication skills
- Enthusiastic, independent, customer-oriented with can-do attitude to work with different parties
- Proficient in MS Office applications and Chinese Word Processing
- Shift Duty and able to work on public holidays
We offer a competitive compensation package to the successful candidate. Interested parties, please click “Apply Now” to submit your application.
Personal Information Collection Statement
Please read the following:
- The personal data provided by you will be used by the Greater Bay Airlines Company Limited (the Company) to assess your suitability for the position you are applying for; to verify information provided by you; and, if successful, to facilitate the determination of your remuneration and benefits package.
- The completion of all items indicated on the employment application form is obligatory for the further processing of your application.
- Your personal data held by the Company will be kept strictly confidential; and will only be disclosed to the authorised persons within the Company for processing your application and/or may be transferred and disclosed to third party service providers including but not limited to the recruitment agencies to assist with the Company’s human resources functions.
- Under the Personal Data (Privacy) Ordinance, you have the right to request access to, and to request correction of, your personal data held by the Company. Such request should be made in writing and addressed to:
Personal Data Officer
Human Resources Department
Greater Bay Airlines Company Limited
12/Floor, One Citygate, 20 Tat Tung Road,
Tung Chung, Lantau,
Hong Kong - The Company has the right to charge a reasonable fee for the costs related to your request for data access, as permitted under the Personal Data (Privacy) Ordinance.
- If you have not been contacted by the Company within 8 weeks of the job posting date, you may consider your application unsuccessful. Your personal data will be kept for a period of 12 months from the job posting date, and will be destroyed thereafter.
- If you are invited to attend an interview or a test but are not further contacted by the Company within 8 weeks of your attendance of the interview or test, you may consider your application unsuccessful. Your application and test paper (if applicable) will be kept for 12 months from the date of the last interview or test attended by you, and will be destroyed thereafter.
- If your application for employment is successful, your personal data will be transferred to your personal file, to be used by the Company for employment purpose.