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RSC Officer

  • Customer Service
  • Beijing, Mainland China
  • Cathay Dragon

Cathay Dragon, an affiliate member of oneworld, is a Hong Kong-based international airline, and a member of the Cathay Pacific Group. Established in 1985, the airline now operates a fleet of 19 A330-300s, eight A321s and 15 A320s providing quality passenger and cargo services. The airline's network covers 53 destinations across the Asia-Pacific region, including 23 in Mainland China.

Cathay Dragon operates about 400 flights a week to the Mainland, offering quality services to passengers around the region. The airline’s expertise has been recognised in its winning the Best Airline – China category for six consecutive years in the respected Skytrax passenger survey. It has also been voted "Best Regional Airline Asia" in the survey in 2011, 2013 and 2015, as well as “World’s Best Regional Airline” in 2010, 2011, 2013 and 2015. 

Cathay Dragon aims to ensure that its passengers’ in-flight experience is as enjoyable and as comfortable as possible. The influence of traditional Asian hospitality is felt on each Cathay Dragon flight through the personal service and attention to detail provided by dedicated and professional cabin staff. The airline is committed to continuous improvements in service to provide its passengers with an even more pleasurable and comfortable flying experience.

Notes:

  1. All China based positions are subject to local terms and conditions.
  2. Applicants must have the right to live and work in Mainland China. We are unable to assist applicants with visa or work permit applications.

Once employment is confirmed, the employment contract and personnel file will be arranged through local FESCO.

Purpose

  • To maximise direct sales opportunities and grow direct sales revenue as the ‘voice’ (phone/email) of Cathay Pacific.
  • To promote the Cathay Pacific service, product and brand via the direct channel, interpreting customer needs whilst maintaining a focus on customer retention and service excellence.

Key responsibilities and tasks

Revenue Generation - Direct and Ancillary Selling

  • Promote Cathay Pacific products, up-selling customers to secure higher yield and capture sales opportunities
  • Up-sell / Cross-sell on an ad-hoc basis generating ancillary revenue
  • Assist to develop and implement the Travel Retail Platform and non-air products as required
  • Consistently promote the appropriate Cathay Pacific e-products to encourage self-service and enhance the customer experience
  • Actively contribute to the team’s sales targets

Customer Handling and Servicing

  • Act as the professional Contact Centre Agent to handle Travel Agent queries across various channels with a Service Straight from the Heart manner
  • Be at the ‘front end’ of the business with responsibilities to serve walk-in customers as required and respond to Travel Agents queries/feedback
  • Assist direct customers in travel planning, ticketing matters and provide after excellent sales service support
  • Process flight disruptions and call-outs to affected customers as required
  • Actively contribute to the team’s service level targets

Other

  • Participate in continuous improvement projects as required
  • Any other reasonable task as requested

E&A

  • Emergency and Accident and Crisis Response responsibilities as required

Qualifications / Experience

Academic qualifications

  • Colleges graduation

Knowledge, skills, training and experience

  • Travel Industry experience and knowledge of Global Distribution System (GDS), preferably Amadeus is an advantage
  • Excellent telephone manner with the ability to connect and build a relationship via telephone
  • Strong command of spoken and written English
  • Demonstrable passion for excellent customer service in line with the brand promise
  • Strong communication, listening and problem solving skills
  • Good PC literacy skills in Word, Excel, Internet browsing

Cathay Dragon 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.

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