Assistant Manager Direct Sales

Company Description
Let your passion fly!
We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you.
This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere.
Join us and discover just how far you can go!
Role Introduction
Coordinate and lead their team in providing consistent quality service to customers and maximising revenue generation through direct selling and ancillary income to achieve their team’s sales and service goals, as part of the wider Customer Care Department (CCD) performance objectives
Key Responsibilities
Direct Sales

• Actively identify and grow opportunities for service enhancement and revenue generation via the Customer Care channel
• Investigate sales report queries and discrepancies with Finance from sales generated by CCD as required
• Ensure that daily sales reports and closed and authorised in a timely manner as required
• Ensure that the team members are aware of and understand new fares and promotions so that they can be actively promoted and sold

Sales Support

• Take ownership of and problem solve local ad-hoc issues from direct customers
• Actively track revenue results prepare monthly sales reports for management if required
• Co-ordinate waiver codes, excess baggage and Upgrade Space Available requests as directed by the Country Manager or Head of Sales

Relationships and Quality Control

• Provide regular sales territory performance feedback to the relevant local teams as needed
• Act as the local key contact for GCC in-country
• Communicate and share best-selling practices and processes on a regular basis
• Support training provision as required and provide regular meaningful feedback on application of knowledge learnt
• Investigate and respond to customer complaints, as well as passenger queries and concerns with a view to preventing recurrence

People and Stakeholder Support

• Provide regular feedback to the Head of Customer Contact and Country Manager with recommendations on how to improve performance and service as well as highlighting what is working well
• Help to identify training needs for the team and make recommendations to the Country Manager
• Maintain effective working relationships with the GCC Team in Head Office
• Any other reasonable task as requested

People Development and Performance Management

• Actively engage with employees to enhance communication and their understanding of department goals
• Demonstrate leadership and lead by example in accordance with Cathay’s core values
• Supervise and mentor direct reports, encouraging effective collaboration
• Enhance the employee experience in line with the role level and the internal brand promise

Requirements
Academic Qualifications

• High School graduation is a minimum

Knowledge, Skills, Training And Experience

• Strong analytical ability with acute business acumen ability to act decisively
• Respectable level of PC literacy in Word, Excel and PowerPoint
• Good knowledge of Amadeus ARD, Genesys NCCS is an advantage
• Clear evidence of a team player with ‘can do’ attitude who builds positive working relationships with peers, senior management, stakeholders and key departments
• Strong knowledge of Airline reservations, fares and ticketing
• Ability to prioritise and organise tasks effectively
• Adaptive to and embraces constant change
• A successful background in a contact centre environment with a minimum two years’ experience
• Demonstrable collaborative leadership abilities that can motivate and create a positive, productive work environment remotely which encourages high performance teamwork
• Excellent verbal and written communication skills in English and the local language

Benefits

• Be part of the Cathay Pacific family and join a dynamic team culture working for one of the world’s Top Global Airlines.
• Fly high with career development opportunities to diversify your skills and experience within the Cathay Pacific family.
• Make the most of your leave and take advantage of travel industry discounts including airfares, hotels, tours and car hire.

Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer.

• Candidates not notified within eight weeks may consider their application unsuccessful.
• Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only.
• A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
• All related information will be kept in our file for up to 24 months.