Airport and Ground Staff, Other

Job description

Role Introduction

Reports to: Customer Contact Team Lead

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:

• Permanent Hong Kong resident status
• Minimum age of 18
• Good command of written and spoken English, Cantonese and Mandarin
• 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
• Willing to work on shifts (including overnight shifts and weekends)

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.

Please note that with effect from 1 June 2022 onwards, all Cathay employees and contractors who work in Cathay City and all other Cathay Group Company premises in Hong Kong must have received a third dose of COVID 19 vaccine.  Being tested regularly for COVID-19 is not an option. Consideration will be given to those who are unable to get vaccinated for valid medical reasons.