Dealing with people who are sometimes in a high state of emotion, takes a certain type of person, someone who thrives working at pace, who looks for opportunities, finds solutions and loves fixing issues. Someone who is always positive and professional, no matter what the problem is. Our Customer Relation Executives are experts in finding pragmatic solutions to sometimes tricky problems, they understand one size doesn’t fit all, and always strive to be the best they can be, every day and on every call!

The successful candidate will be joining the Korean Customer Relations team based in Hong Kong and must be able to speak Korean at a native level and communicate effectively in English internally and externally.

Key responsibilities including but not limited to:

• Excellent call handling skills – an understanding the anatomy of a great call and how to apply it in practice
• A native Korean speaker, excellent grammar and writing capability – including the ability to draft a letter from scratch
• Knowledge and understanding of the BA brand
• Ability to build effective relationships with customers and key stakeholders.
• Good negotiation skills and influencing skills
• Strong empathy skills to ‘read’ a situation and respond appropriately
• Ability to resolve conflict in a positive way
• Ability to evaluate information to reach a reasoned decision. In particular, the ability to weigh up the customer’s needs and the business need, taking into account the possible lifetime value of the customer.
• IT literate, particularly of Microsoft packages (Word, Excel). Knowledge of BA systems – Amadeus, Online PNR, Nirvana, Lotus Notes, World Tracer preferable.
• Ability to prioritise work and to work consistently in a pressurised environment to meet targets.
• Good knowledge of BA products and services, BA’s corporate objectives, and how this role contributes to the company’s success.
• Positive, can-do attitude
• A real passion for customer service and a desire to help customers
• Self-reflexive, able to analyse their own strengths and weaknesses and be open to learning
• Flexible and adaptable. Open to change and new ways of working.
• Resilient, proactive and self-confident.
• Strong team-working skills with excellent interpersonal skills.
• Customer service or other operation front-line experience. Reservations and sales knowledge preferable.
• Knowledge of Warsaw Convention, Montreal Convention and other appropriate statutory regulations preferable.

Application process

To apply, please send a full CV/Resume written in English and a covering letter, stating expected salary to Regional Customer Relations Team Leader via "Quick Apply"

This is an employment with Local Hong Kong Local Employment Terms & Conditions. Applicant should possess the right to work and live in Hong Kong for this position.

British Airways is one of the world's leading global premium airlines and the largest international carrier in the UK. The carrier has its home base at London Heathrow, the world's busiest international airport, and flies to more than 170 destinations in 70 countries.

We have over 40,000 people in all kinds of roles and business areas, all going above and beyond to deliver our promise to around 37 million customers every year. Our complex business is always evolving too, offering huge scope and wide range of possibilities for you to explore.

For more details, please visit our company website: http://www.britishairways.com/