Hong Kong Job Openings

The Hong Kong Inclusion Platform

Japanese-Speaking Customer Relations Executive (at HK)

FULL TIME

November 4, 2024

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 One World 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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