Reports to: Customer Contact Team Lead

The Senior 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, you are also responsible for coaching Customer Care Advisors and being flexible to take on different challenges across Customer Care Department.

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

Join now and be eligible to get a New Joiner Incentive of HK$ 12,000*

Key Responsibilities

Customer Contact

• Anticipate escalation and handle complex reservations & ticketing and membership related inquiry or case investigation.
• Handling complaints from customers.
• Recommend travel products, fares and services and provide after-sales support to customers.
• Support Customer Contact teams around the world when required. Answer questions from Customer Care Advisors and provide on-the-job guidance and feedback.
• 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 generation.

Requirements

• Right to work in Hong Kong
• Minimum age of 18
• Good command of written and spoken English, Cantonese & 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
• Flexibility to work in shifts, including overnights, weekends and 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
• 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
   

Application Deadline: 31 May 2024
 

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.

*Terms and Conditions Apply.

For any frontline recruitment related enquiries, please reach out to us by Whatsapp +852 2747 2298