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Direct Sales Officer (Call Center Agent)

  • Sales and Distribution
  • Bangkok, Thailand
  • Cathay Pacific



Title/position               :         Direct Sales Officer (Call Center Agent)

Department                 :          Direct sales  

Job Level                     :         A

Reporting to                :         Direct Sales Supervisor  


An exciting and challenging opportunity now exists for candidates who would join Cathay Pacific Thailand, as Direct Sales Officer, in Direct Sales department in Bangkok.   The successful candidate will need to help in making Cathay Pacific (CX) the best airline by constantly striving for excellence, delivering good results, demonstrating a can do spirit and extending service straight from the heart.

The successful candidate is required to deliver excellent customer service by achieving target service levels, both in call handling and over the counter transactions, in handling direct customers. Furthermore, he or she needed 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, as well as encouraging and maintaining loyal clients by providing adequate after-sales service with explicit knowledge in CX products and services.

Key Responsibilities:

  • The main responsibility is to handling customers’ calls, together with Direct Sales 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 and actively recruit passengers to join our Asia Miles and Marco Polo Club Program and to strengthen customer relationships.
  • To assist direct customers in travel plan and ticketing matters.
  • To actively participate in continuous improvement projects.
  • To handle travel agents transactions that requires ticketing transactions
  • To handle re-issuance from passengers and re-issue case from indoor sales as well as ticket issuance for sponsorship and barter tickets.
  • To man as back office duties (Queue duty + Telephone call service)
  • To handle flight protection during flight disruption and cancellations
  • To handle other responsibilities as assignment on ad-hoc basis

Minimum Requirements:

  • University 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


  • Analysis and Problem Solving
  • Commercial Acumen
  • Customer Focus
  • Accountability
  • Communication
  • Interpersonal Effectiveness

Application Deadline:   27 September  2018

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.

Apply now