外企邮轮公司
中英online contact center 售前
时间：轮班制，没有大夜班，每周双休。
地址：上海市静安区梅园路77号上海人才大厦
Daily Contact Centre job
61 Answer and respond to online chats, outbound and inbound phone calls, and emails through standard tools such as FAQs/SOP/Sales Policy in the contact centre to address guest inquiries and improve satisfaction based on MSC standards.
61 Fully understand and follow SOP in both daily communication and system operation to ensure delivered service/info in line with team's requirements.
61 Documents and logs all contacts and actions into system (U-desk,BMS) as specified in guidelines, Help to build up and complete guests’ data base.
61 Report/feedback works results/ process to line manager as per specific request to ensure the assigned jobs been finalized qualified and efficiency.
61 Reply to the after-cruise complaint, record and forward it to the relevant department for further processing.
Direct Sales （extra bonus)
61 Understand sales policy/seasonal promotions/SOP to deliver quick and correct reaction for bookings handling and inquires responding as well as ensure all actions in line with SOP for both China homeport and Fly Cruise.
61 Ensure correct system operation dealing with direct sale bookings, eg. creating booking, inserting item, adding discount, keying in info. etc. to achieve smooth process.
61 Follow post bookings jobs to ensure guests receive all travel documents and ensure smooth travelling.
61 Ensure correct communication with consumers in line with SOP, eg sending email, make calling, sending SMS etc. to enhance consumers booking experience then to bring more consumers.
61 Report/feedback works results/ process to line manager as per specific request to ensure the assigned jobs been finalized qualified and efficiency.
Others
61 Remains and continuous learning knowledgeable of performance requirements, brands/product and process documentation, sales skills
Requirements:
61 Fluent Mandarin and telephone communication skills
61 Good English reading ability
61 College or above education with relevant major
61 2 years or above contact centre experience, with at least 1 year in similar role in travel or hospitality industry or customer service area.
61 Proficient with PC Skills (Excel)