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Job Details

Salary: Competitive per annum
Hours: Full and Part time, working 5 on 2 off
Location: Hong Kong
Contract: 24 month FTC/Secondment
Closing Date: 20th February 2022
We've received many applications for this opportunity and are carefully reviewing each one of them. Because of the limited number of available positions, we may need to close the role earlier than initially advertised. We'd recommend getting your application in sooner rather than later to avoid disappointment.
We know you've got a lot of options when seeking a community where your skills and talents will shine, so thank you for the time and for considering us.

Many of our staff at Virgin work flexibly and in many different ways, including different core hours or remote working. Please talk to us at your application or interview stage about the flexibility you need. We can't promise to give you exactly what you want, but we are happy to explore what's possible for the role.

In a nutshell

At Virgin Atlantic, we’re just as passionate as we’ve always been about becoming the most loved travel company. We know that the right people are key to creating success – so we’re looking for someone brilliant to join our Customer team in Hong Kong to help us achieve our vision. Perhaps that’s you? We’d love to find out.

In this role you'll be taking inbound calls in Cantonese, Mandarin and English from new and existing customers, booking flights, assisting in any queries and engaging with our frequent flyer members. With a passion for delivering the best you will ensure success and satisfaction in offering our customers irresistible, effortless and memorable experiences, providing advice and guidance to help them find the right product that best suits their needs. Maximising revenue at every opportunity you'll listen to customers and their needs. You'll report into the Team Leader – Customer Centre and work in a dedicated team which makes friends with our customers, letting their personality shine through in order to make outstanding connections. With responsibility to meet our customers’ needs on every call by ensuring that each customer receives a high-quality experience in line with Virgin Atlantics brand and KPI’s targets in revenue, productivity and customer satisfaction.
Day to Day

- Ensure that each customer receives a high-quality experience of professional and personal customer service thus reflected in the CSAT scores.

- Ensure that all necessary updates are made on a booking or account accurately and promptly, ensuring our promises to customers are met and reducing risk of errors.
- Maximise the ability to meet customer demand by adhering to schedule. whilst maximising the service potential of every customer contact ensuring that individual performance targets for first contact resolution are either met or exceeded.
- Understand and work towards the Contact Centre and Virgin Atlantic’s business objectives, including maximising all sales opportunities.
- Have full control of each customer contact in order to reduce handling time and maximise customer talk time.
- Apply your skills with the enthusiasm needed to bring the Virgin product to life and promote the benefits of the Virgin experience.
- Give a personal, individual touch to the customer that makes them feel valued.
- Put the customer at the centre of every communication, and to match the benefits of the Virgin Atlantic offer against the customer needs on every call
- Proactively keep updated on all contact centre policy and process updates to enable you to do the best for our customers.
- Regularly report back and discuss your performance against target with your Team Leader.
- Attend, participate in and contribute to team meetings and briefings. Be open to sharing and receiving best practice.
- Identify and feedback any issues and trends which impact the customer experience.
- Where relevant, actively seek clarification and help via the appropriate channel.
- Play a full and active role in the contact centre coaching programme, ensuring that individual coaching objectives are met, and your skill level is consistently developed
- Remain clear on your performance and take a proactive approach to improving to ensure you achieve target.

About you

Please note to apply for this role, it is vital that you are able to speak Cantonese, Mandarin and English

Are you personable with good attention to detail and a friendly telephone manner? Then this could be the role for you!

Alongside the above we're looking for the following to be successful in your application:

- The right to live and work in China
- Ability to build rapport with customers and colleagues to demonstrate the Virgin values over the telephone
- Someone who is calm and composed with challenging scenarios, and able to handle multiple pieces information in an ever-changing environment.
- Ability to question a customer confidently to identify needs
- Organised and able to manage workload efficiently
- Target driven
- Good numeracy & problem solving skills

If the above sounds like you and you want to join us on our journey to becoming 'the most Loved travel company' then we'd love to hear from you!

Be yourself - Our differences make us stronger
Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, ethnicity, sexual orientation, disabilities, or religious beliefs. We celebrate difference, and everything that makes our colleagues unique, by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.
To make your journey with us accessible, and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, ( feeling confident that we’ve got your individual considerations covered.

You'll be assessed against our values for a selection of your interview process, learn more about them here: Our Values