Air France is looking for a self-motivated team player for the following position:

Customer Care Agent - Sales & Service Centre Guangzhou

Air France was founded in 1933 and merged with KLM Royal Dutch Airlines in 2004 to form the Air France KLM Group.In the region, we operate flights from the following cities: Guangzhou, Chengdu, Hangzhou,Hong Kong, Beijing, Shanghai, Taipei, Wuhan and Xiamen to Amsterdam and Paris.

We are looking for a Customer Care Agent for the Air France call center in Guangzhou.

Job Description

The Customer Care Agent is responsible for the effective handling of all claims and baggage tracing requests from customers by phone, email or fax, in line with Air France-KLM service standards.

Overall objectives:

？- Contribute to customer satisfaction and loyalty

？- Prompt re-purchase

？- Secure the Company’s economic interest

？- Be part of the Quality process

？- Contribute to feeding and securing the Individual referential and the follow-up of commercial incidents system (FIDELIO)

Handling of files:

？- Keep track of received E-mails, fax and phone calls

？- Prioritize actions in compliance with the 7 service standards and report problems to the commercial teams when relevant

？- Investigate into the departments concerned by the claims

？- Assess the Company’s responsibility

？- Decide on the amount of the compensation to be paid in compliance with the referenced guidelines (high-yield customers'incidents will be discussed with management)

？- Reply to customers via the Customer Relations information system in compliance with the service standards and the AEA (Association of the European Aviation) commitments

？- Prepare the necessary information for the payments (EMD, checks, bank transfers) in compliance with the local financial rules

？- Prepare elements related to the Company’s legal department and lawyers (may be requested to represent the Company in court in the event of trials)

Internal and external communication:

？- Pass on the information collected to the commercial departments for potential prospecting and loyalty measures

？- Keep abreast of all high-yield individual and corporate customers’ specificities.

？- Communicate with travel agents when needed

？- Communicate with customers (passes on advice, information on products and services, plays down conflicting situations)

• Assist the other local departments when expertise in transport legislation is needed

Reporting:

？- Manage the stock of claims letters and controls peak periods

？- Draw up performance charts

？- Report on his/her activity to his/her Supervisor of SSC CAN Customer Relations Department

Requirements/Qualifications:
？- University Graduate

？- Fluency in English ,Mandarin are mandatory, French & Cantonese is a plus

？- Energetic with good communication skills

？- Persuasive and a team player

？- Quality focus and customer-oriented

？- Highly adaptable and able to work under pressure

？- Working experience at foreign airlines or travel agency is preferable

Career development opportunities:

Staff with 1 year seniority are eligible to apply for an internal transfer/promotion upon successful interview for other positions available within Air France and KLM in Mainland China.

Application process:

If you are highly motivated and meet all the above requirements and qualifications, please apply before 29 March 2019.

Applications which do not meet all the requirements and qualifications will not be considered.

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