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.
**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
- Agents to provide one-stop-shop customer service through all Digital (livechat, WhatsApp, FB messenger, etc.) and Telephone channels across CX, MPO and AML
- Recommend travel products, fares and services and provide after-sales support to customers
- Assist customers to reserve and make alteration of travel plans (ticket re-issuance)
- 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
- Handle reservation and ticketing issuance, re-issuance, 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
- Respond to feedback and general enquiries from worldwide 24 x 7
- 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
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
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
- Extensive medical coverage & insurance scheme for you and your dependents
- Flexible retirement scheme
- Discounted travel across many airlines for you and your family
- Apply flexible work arrangement
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.
