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Posted on 2021-10-11
Cathay Pacific Airways Ltd

Customer Care Advisor

Cathay Pacific Airways Ltd

Reports to: Customer Contact Team Lead
Department: Customer Care (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

  • 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
  • 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

  • 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)

Application Deadline: 14 Oct 2021

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 December 2021, all employees must be vaccinated in order to access Cathay City and all other Cathay Group Company premises in Hong Kong. Consideration will be given to those who are unable to get vaccinated for valid medical reasons.

More job information
Salary
Job Function
Industry
Location
  • Lantau
Employment Term
  • Permanent
  • Full-time
Experience
    N/A
Career Level
  • Non-management level
Education
  • N/A
Benefits
  • 5-day week
  • Insurance plan
  • Medical plan