Reports to: Assistant Learning Manager – Customer Care
Department: The Learning Academy (TLA)
Deliver reservation and ticketing functional, technical and service learning programmes delivery for Hong Kong and worldwide.
Ensure Global Contact Centre staff, general sales agents and supervisory staff have the required technical and behavioural competencies to carry out core duties according to operational and service standards.
- Deliver functional, technical and service programmes for Hong Kong and worldwide Customer Care employees and general sales agents.
- Actively liaise with local port training coordinator to identify local needs and support learning plans.
- Participate in new training programme design and delivery projects.
- Provide ‘cutover’ training to ensure new stations, change of suppliers, and new systems are effectively launched.
- 5+ years of reservation and ticketing experience (supervisory experience or above preferred)
- In-depth subject matter knowledge
- Role model of customer service and operational excellence
- Strong personal presence and verbal / non-verbal communication skills
- Excellent verbal and written communication skills in English
- Flexible and adaptable
- Strong planning and organising skills
- Strong sense of responsibility and acts as a supportive team player
- Facilitation skills to deliver learning sessions
- Passion for learning
- Willingness to travel extensively
- Willingness to work occasionally during rest days and public holidays (compensatory day off will be given in lieu)
- Organisational Understanding
- Planning and Organising
- Customer Focus
- Interpersonal Effectiveness
Application deadline: 2 March 2021
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