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. Also to provide one-stop-shop customer service through all Digital - LiveChat, WhatsApp and Telephone 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.

With your expertise, skills and knowledge you will be arranged one of the position to be part of the team and learn to be proficient multi-tasking. Job positions includes Call & Digital Channel Team, Fulfilment Team, and High Tiers Membership Team. In your day-to-day job, frequent communication among the position is required.

Key Responsibilities

Diverse Roles and Responsibilities across 3 teams

Fulfilment Team

• Assist handling Ticketing fulfilment, membership benefits and membership administration support
• Handle incoming emails, calls from Internal and External Customers including our OneWorld partners
• Responsible for both inbound and outbound exceptional tickets call handling
• Work closely with Revenue team to improve booking quality of all flights to maximize sales opportunity and revenue
• Perform hot flight check on high demand flights
• Handle all transit layover hotel requests for all Hubs
• Medical & Special Case Handling

Call & Digital Channel

• Recommend travel products, fares and services and provide after-sales support to customers
• Support Customer Contact teams around the world when required
• Assist customers to buy and self-serve seamlessly through our websites, cathaypacific.com and mobile application
• Assist customer to resolve disservice situations e.g., determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularity occur
• Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics
• Capture every sales opportunity to improve revenue generations

High Tiers Membership Team

• To manage member relationships through good communications and customer service
• Capture every sales opportunity to improve revenue generation
• Take care of member’s flight bookings, provide “pre-flight advisory” and “post-flight follow-up” services as appropriate
• Handle complaints and customers’ feedback. Anticipate escalation and take over calls when needed, provide solution and/or compensation through different contact channels

Requirements:

Requirements

• Right to work in Hong Kong
• Minimum age of 18
• Good command of written and spoken English
• Good spoken in Cantonese and Mandarin
• Customer service oriented attitude
• Good communication, listening and problem-solving, also teamwork skills, with the ability to work independently, stay organized, and thrive under pressure
• Proficiency in PC operation
• Flexible and willing to work with multi-tasking

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