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Direct Sales Officer - Call Center Agent (1 year contract)

  • Customer Service
  • Bangkok, Thailand
  • Cathay Pacific


  • To help in making Cathay Pacific the best airline by constantly striving for excellence, delivering good results, demonstrating a can do spirit and extending service straight from the heart.
  • To deliver excellent customer service by achieving target service levels, both in call handling and over the counter transactions, in handling direct customers.
  • To achieve and surpass annual revenue targets for direct sales and ancillary revenue by capturing and closing all sales opportunities.
  • Actively support and contribute in achieving all team goals for the department.
  • Encourage and maintain loyal clients by providing adequate after-sales service.
  • Must be responsible to obtain explicit knowledge in CX products and services.



  • To work as a team in meeting the service level and sales target.
  • To actively promote CX products, up selling customers to secure higher yield and capture sales opportunities.
  • To actively recruit passengers to join our Asia Miles and Marco Polo Club Program and to strengthen customer relationships.
  • To actively promote the appropriate CX e-products to encourage self-service and enhance customer satisfactions.
  • To assist direct customers in travel plan and ticketing matters.
  • To respond to inquiries and assist customers in a courteous and professional manner at all times.
  • To actively participate in continuous improvement projects.


Process and Procedure of Direct Sales Operations:

Telephone Sales:

  • Equip oneself with each promotion details, line to take and key pitching message which are provided by AM Direct Sales to call in target customers.
  • Perform up sell pitching to all potential call in customers to achieve up sell target.
  • Follow promotion guideline and steps to achieve sales and Asia Miles recruitment

Telephone Service:

  • Does the proper telephone greeting and when ending a call and demonstrates good customer service by going the extra mile and SSFTH
  • Expected to log in at least 7.5 hrs per day (on regular work days) and do minimum of average 10 calls per hour.
  • Handle enquiries for both Cathay Pacific and Dragonair passengers.
  • Serve online passengers who need offline assistance and find opportunity to close sales quickly.
  • Create new flight and handles booking modification and cancellations
  • Handles the special services requirements of passengers such as ASR, WCHR, SPML etc.

Counter Duty:

  • Assists walk-in passengers with their transactions (issuance of new tickets, up selling, re-issuance, refunds, etc)
  • Log in telephone call service throughout working hours. To "make busy" the phone when serving walk-in passengers or travel agents.

Handles travel agents transactions that requires ticketing transactions:

  • Compute for itineraries other than those covered by the net sheets
  • Accepts payments for tickets and packages purchased through CX
  • Handles re issuance from passengers. Receive reissue case from indoor sales to collect payment in case of travel agents.
  • ID ticket issuance for sponsorship and barter tickets.

Back office duties (Q duty + Telephone call service):

  • Actions OP, TL and other assigned queues
  • Log in telephone call service throughout working hours. To "make busy" the phone when handling Q
  • Does telephone sales call-out from the assigned database by AM Direct Sales
  • Handles requests from other Departments (input OSI, authority, ASR, etc)
  • Actions Queues on dupe check and schedule change
  • Handles flight protection during flight disruption and cancellations

Other Responsibilities (To be assigned on adhoc basis):

  • Act as trainers for other CX staff
  • Does passenger call out to inform of flight delays, protection and cancellation.
  • Admin in-charge (FMIS, Roster, Supplies), assist LAN Coordinator or DS Email handler.
  • Act as a support staff to other departments during times of crisis and emergency.
  • Does the investigation for no show and fictitious bookings
  • Any other functions that will help the Direct Sales Team operational requirement.



  • Bachelor degree in any field
  • Strong command of spoken and written English
  • Demonstrable passion for excellent customer service in line with the Life Well Travelled brand promise emphasizing great communication, listening and problem solving skills
  • 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


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.