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4009-10-1996

会员招聘专区

粤语客服代表

发布时间:2017-03-31浏览次数:
招聘单位:国际航空运输协会
国际航空运输协会在北京招聘粤语客服代表(点击进入,查看详情)
 
Description
Reporting to the Manager, Customer Service, the incumbent will provide service to customers for BOP Daily Settlement and BSP CN Daily Risk Management projects.

Responsibilities
•Provide the necessary high level of quality and support to IATA’s business partners involved in the day to day operations of BOP Daily Settlement and BSP CN Daily Risk Management projects and IATA’s distribution services in NA.
•Effectively communicate with other IATA business units and coordinate customer service activities.
•Accurately provide Mandarin and English query response to customers and stakeholders independently with corresponding language;
•Proactively communicate with Airlines and Travel Agents, and provide timely and effective customer solutions through multiple channels (phone, web, email), in accordance with Service Level Agreements, Standard Operating Procedures (SOPs) and internal user manuals;
•Be the customers point of contact for IATA Resolutions and Settlement Systems procedures;
•Assist in maintaining up-to-date internal databases (Salesforce, IATA.org, ASD, BSPLink, CASSLink, others) and document all customer interactions and queries in IATA’s Customer Relationship Management (CRM) tool - SalesForce;
•Responsible for some key operational activities such, electronic ticketing allocation, refunds management and customer support, CASS reporting activities (Inputs and Output), etc.
•Demonstrate maturity, ownership, legal sense, integrity, sense of urgency and responsibility towards customer satisfaction;
•Ensure quality replies, attention to details and proper follow up on customer queries;
•Act as the voice of the market and ensure continuous feedback to CS management on market changes and developments;
•Support the Manager with the changes to the SOPs, user manuals and Customer Services responsibilities;
•Contribute to any other tasks as required by the Departmental Manager/ Assistant Manager and be part of a customer centric dedicated team.
 
Qualifications and Skills
•University degree;
•Excellent oral and written communication skills in Mandarin, Cantonese and English is a must.
•Excellent interpersonal skills and ability to communicate effectively with internal/ external stakeholders at all levels from different cultures and backgrounds with a strong sense of Customer Service ethics according to IATA's corporate philosophy;
•Ability to work as a strong team player in a dynamic, multi-cultural, fast paced and highly demanding environment while be organized to deliver on tight deadlines and productivity metrics;
•Working experience on customer service would be a asset;
•Candidates must be willing to work in dedicated shifts, possibly on weekends or official public holidays;
•Excellent IT skills including MS office;
 
At the heart of IATA are our Values and Behaviors. We all have different personalities, styles and areas of expertise, but you’ll recognize us by the consistent way we act and behave in line with our Values and Behaviors. We are looking for people who bring them to life in everything they do – they are:
•Act with integrity and uphold our standards
•Think strategically in support of the global big picture
•Partner and manage to create high performing teams
•Putting people first by acting with a simple human touch
Here at IATA we are proud of being a Diverse & Inclusive Organization – we have people from all over the world working in our offices, and we extend this to our recruiting practices. We are a meritocratic organization and an equal opportunity employer.
 
TO Apply
Interested candidates please Click here to apply this position.