Senior Member Service Executive

 

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Responsibilities:

  • Provide the services to handle inquiries from a premium dedicated group of members in a proactive, efficient and tactful manner via inbound & outbound call, email, fax/letter.
  • Analyze members’ feedback and take appropriate action to address any issues in an efficient manner
  • Coordinate with internal departments to ensure members receive the very best service throughout their journey
  • Coordinate with related party to handle RVSP events which includes inviting members by call, updating attendance list and preparing summaries
  • proactively exploring and identifying upselling/cross-selling opportunities is a credit.

Requirements:

  • At least 3 year experience in airlines, travel industry and customer service
  • University/post-secondary graduate or above
  • Show flexibility and willingness to work shifts/rosters (ie. overnight and odd hour schedule)
  • Proven track record in member servicing, preferably dealing with premier customers
  • Strong courteous telephone manner in English, Cantonese and Mandarin and good writing style in English and Chinese
  • Responsible, cheerful and self-motivated with mature personality
  • Must have problem solving skills, customer service heart and teamwork spirit
  • System knowledge of MS Office and travel/airline booking systems is a must.
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