Airport, Operations, Management, Airport staff

Job description

Reports to: Customer Contact Team Lead

Department: Customer Care Department (CCD)

Role Introduction

The Customer Care Advisor should achieve the highest customer service standards when servicing and selling to customers.

Build strong relationship with customers and ensure the generation of maximum revenue through direct channels.

Interpret customer needs, promote Cathay Pacific (CX) services and brands via direct channels, identify sales opportunities and actively use the individual selling and customer service techniques to support, maximise and maintain revenue, whilst maintaining a focus on customer retention and service excellence.

Key Responsibilities

• Provide customer service through all Digital (livechat, whatsapp, FB messenger, etc.) and Telephone channels
• Assist customers to reserve and make alteration of travel plans
• Guide customer to use our websites and mobile application
• Respond to feedback and general enquiries from worldwide customers.
• Recommend travel products, fares and services and provide after-sales support
• Part-time basis with a minimum working hours requirement of 20 hours per week

Requirements:

• Right to work in Hong Kong 
• Minimum age of 18
• Good command of written and spoken English
• Good spoken in Cantonese and Mandarin
• Proficiency in PC operation
• Customer service oriented attitude
• Great communication, listening and problem solving skills
• Ability to work as part of a team and independently
• Ability to work organized and focused
• Ability to work under pressure

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

For any frontline recruitment related enquiries, please reach out to us by Whatsapp +852 2747 2298