Key Responsibilities

Varied Duties Across Multiple Teams

Operations Support Team

• Assist with ticket processing, membership benefits, and general membership administration tasks.
• Respond to emails and phone calls from both internal and external clients, including OneWorld partners.
• Handle inbound and outbound calls related to exceptional ticketing cases.
• Work closely with the Revenue team to enhance booking quality and optimize sales and revenue.
• Conduct reviews on high-demand flights to maximize seat availability.
• Coordinate transit layover hotel arrangements for all hubs.
• Manage medical and special case requests.

Customer Interaction & Digital Services

• Recommend travel products, fares, and services, while delivering after-sales support to customers.
• Provide assistance to global customer support teams as needed.
• Help customers navigate self-service options through our website and mobile application.
• Resolve disruptions such as flight delays, cancellations, or missed connections by offering alternative options and rebooking services.
• Meet key performance targets, including customer satisfaction, productivity, and quality.
• Identify sales opportunities to drive additional revenue growth.

Premium Membership Services

• Build and manage relationships with high-tier members through excellent communication and customer service.
• Identify and seize sales opportunities to increase revenue.
• Manage flight bookings for members, offering "pre-flight advisory" and "post-flight follow-up" services where needed.
• Handle complaints and customer feedback, stepping in to manage escalations and offer resolutions or compensation through various contact channels.

Requirements

• Legal right to work in Hong Kong.
• Minimum age of 18.
• Excellent written and spoken English and Japanese.
• Conversational Mandarin is a plus.
• Strong customer service orientation.
• Exceptional communication, listening, problem-solving, and teamwork abilities, with the capacity to work independently, stay organized, and thrive under pressure.
• Proficiency in PC operations.
• Flexible, with the ability to multitask.
• Available to work Monday to Friday, including public holidays, with flexibility for shift work as required.

Benefits

• Be part of a prestigious global service brand.
• Flexible 5-day work week with adaptable shift schedules to suit different lifestyles.
• Receive top-tier training and benefit from a structured career progression path.
• Work in a collaborative, inclusive, and diverse environment.
• Extensive medical coverage and insurance for you and your dependents.
• Participate in a flexible retirement scheme.
• Enjoy discounted travel benefits with multiple airlines for you and your family.
• Access flexible working arrangements.

Job Type: Full-time

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