Advisor - Customer Care (2-9 Yrs) Mumbai (After-Sales/Customer Service)

20231012_1854_EUR JD - CCD - KR - Customer Care Advisor III - Level A - IC (J50470) - V11 15 November 2023Customer Care Advisor IIIReports to : Customer Contact Team LeadIndirectly reports to : Assistant Manager Customer ContactResponsible for (Number of positions) : 0Number of direct reports : 0Location / Country : Mumbai, IndiaDepartment / Section : Customer CareEmployment Condition : Full time PermanentJob Level : ADoes this position affect safety? - No- If yes, is this position Safety Influencing : No- If yes, is this position Safety Sensitive NoPurpose :The Customer Care Advisor should maintain a high customer service standard when servicing and selling to customers. Build strong relationship with customers and ensure the generation of maximum revenue through direct channels. Interpret customer needs, promote Cathay services and brands via direct channels, identify sales opportunities and actively use the individual selling and customer service techniques to support, maximise and maintain revenue, whilst maintaining a focus on customer retention and service excellence.Competencies :- Knowing our Business Development- Driving Service and Business ExcellenceAnalysis and Problem-Solving : Level 1Customer Focus : Level 1Accountability : Level 1- Collaborating with Others- Leading the AirlineCommunication : Level 1Coping with Pressure : Level 1Teamwork and Building Partnerships : Level 1Key Responsibilities- Agents to provide customer service through Digital (livechat, whatsapp, FB messenger, etc.) and Telephone channels globally to all Cathay customers.- Recommend travel products, fares and services and provide new booking support to customers.- Assist customers to buy and self-serve seamlessly through our websites, cathaypacific.com and mobile application- Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics.- Capture every sales opportunity to improve revenue generations.20231012_1854_EUR JD - CCD - KR - Customer Care Advisor III - Level A - IC (J50470) - V12 15 November 2023Qualifications/Experience :- Good command of written and spoken English and core market language (if applicable)- Customer service oriented attitude- Great communication, listening and problem solving skills- Ability to work as part of a team and independently- Ability to work organized and focused- Ability to work under pressure - Willing to work on shifts- Note: If the position is neither safety influencing nor safety sensitive, the incumbent still has a responsibility to contribute to safety within the organisation (Cathay Pacific Airways Safety Policy). Safety is everyone s responsibility and safety contributions, reporting and ideas for enhancement are encouraged. (ref:updazz.com)

Payroll Type : Permanent