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
• Proficient in MS Office applications and Chinese Word Processing 
• 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
• Shift Duty and able to work on public holidays