Role Introduction
Reports to: Customer Contact Team Lead
This role is part of a global team in our Customer Care Department who are dedicated to provide peace of mind and build lifetime relationships through world class customer care.
As the Customer Care Advisor, you should achieve the highest customer service standards when servicing and selling to customers, you will be responsible for providing one-stop-shop customer service through all Digital channels to build strong relationship with customers and ensure the generation of maximum revenue by interpreting customer needs and promoting Cathay Pacific services.
With your expertise, skills and knowledge in customer service, you will be arranged one of the three teams (Call & Digital Channel Team, Fulfilment Team, and High Tiers Membership Team) to learn to be proficient multi-tasking with promising and structured career progression plan within the team.
**Promising and Structured Career Development Steps in Customer Care Department**
Customer Care Advisor (III, II, I) > Senior Customer Care Advisor > Customer Contact Team Lead > Assistant Manager - Customer Contact > Customer Contact Manager
Key Responsibilities
- Provide one-stop-shop customer service through all Digital, e.g.Livechat, WhatsApp, FacebookMessenger, etc., and Telephone channels
- Recommend travel products, fares and services and provide after-sales support to customers
- Assist customers to buy and self-serve seamlessly through our websites and mobile application
- Handle reservation and ticketing issuance, re-issuance for travel plan alteration, upgrades for the airline’s loyalty and frequent flyer member
- 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
- Respond to feedback and general enquiries from worldwide 24 x 7
- Support Customer Contact teams around the world when required
Requirements
- Right to work in Hong Kong
- Minimum age of 18
- Good command of spoken and written English. Proficiency of spoken Cantonese and Putonghua
- Fresh graduates are welcome
- Proficiency in PC operation
- Customer service-oriented attitude with good communication and problem solving skills
- Good team player with an ability to work independently
- Ability to work organized and focused
- Ability to work under pressure
- Flexibility to work on shift schedules (including overnight, weekend, and public holidays)
Benefits
- Being part of a world-class service brand to be proud of
- Roster based on a 5-day working week with flexible shift patterns to suit different lifestyles
- World-class training and structured career progression path
- A safe and collaborative working environment which embraces a diverse and inclusive culture
- Medical coverage & other flexible benefits
- Flexible retirement scheme
- Discounted travel across many airlines for you and your family
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.
