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

Move Beyond with us together!

Your Overall Package:

• 5 Day Working Week with Flexible Patterns
• Clear and Structured Progression Path From Day 1
• Discounted Travel For You & Your Family
• Flexible Benefits At Your Control
• Flexible Retirement Schemes
   

Your Journey With Us:

Reports to: Customer Contact Team Lead

As a Customer Care Advisor, you will be the brand ambassador to connect our customers and deliver high-quality service through various digital channels, including LiveChat, WhatsApp, and telephone.

Diverse Roles and Responsibilities with assignment to one of our dedicated teams upon joining:

Fulfilment Team

• Assist with ticketing, membership benefits, and administration
• Handle communications with customers, including OneWorld partners
• Manage exceptional ticket calls, improve booking quality, and handle hotel requests
• Address medical cases and special requests

Call & Digital Channel

• Recommend travel products and provide after-sales support
• Support global Customer Contact teams
• Ensure seamless online purchases and resolve disservice situations
• Achieve contact center performance goals and maximize revenue

High Tiers Membership Team

• Manage member relationships and maximize revenue
• Handle member flight bookings and provide pre/post-flight services
• Address complaints, anticipate escalations, and provide solutions and compensation

Key Capabilities:

• Right to work in Hong Kong
• Minimum age of 18
• Strong command of English (written and spoken)
• Fluent in Cantonese, Mandarin (spoken)
• Customer service-oriented attitude
• Good interpersonal and problem-solving skills
• Proficient in PC operation
• Flexible availability for shifts, including overnights, weekends, and public holidays

Your Upgrades:

Join our team to embark on a promising and structured career path within our dynamic Customer Care Department. From entry-level to management roles, we provide opportunities for growth, skill enhancement, and leadership development –

Customer Care Advisor (III, II, I) >Senior Customer Care Advisor > Customer Contact Team Lead > Assistant Manager, Customer Contact > Customer Contact Manager
 

顧客服務顧問

顧客服務部事業發展階梯

顧客服務顧問 III > 顧客服務顧問 II > 顧客服務顧問 I > 顧客服務主任> 顧客服務主管

成功加入可獲港幣$ 12,000 迎新獎金*

無論你是剛畢業的學生或是想追尋挑戰、在充滿活力和支持的環境工作，我們誠邀你立即申請！

主要職責

多元化的職責，橫跨三個不同的團隊

• 顧客後勤支援
• 協助處理會員積分及福利等相關事項
• 處理內部及對外的電郵和來電 （包括寰宇一家合作夥伴）
• 以電話處理特殊機票查詢及安排
• 與營運收入團隊緊密合作，提高所有航班預訂質量，增加銷售機會和公司收入
• 處理中轉休息 / 中途停留之休息酒店所需
• 醫療和特殊個案處理 
• 電話和數碼渠道
• 推薦旅遊產品和票價，並為客戶提供售後支援
• 有需要時向環球團隊提出支援
• 支援客戶透過我們的國泰航空網站和手機應用程式購買機票和自助服務
• 協助客戶解決異常情況，例如為延誤、取消或錯過的航班安排替代航班選項，在異常情況下進行更改或重新預訂
• 達成公司設定的績效指標，包括客戶滿意度、質量、生產力等
• 把握每一個銷售機會，以提高公司的收入增長
• 尊貴會員服務
• 以積極友善和專業的態度與會員建立良好關係，以提升會員對公司的忠誠度
• 把握每一個銷售機會，以提高公司的收入增長
• 照顧尊貴會員的航班預訂，根據他們的需要提供飛行前的諮詢和抵達後的跟進服務
• 妥善處理投訴和客戶反饋
• 預測事態情況，提供處理方案和 / 或恰當的補償

入職要求

• 合法於香港受僱
• 必須年滿18歳
• 良好英文書面和口語表達能力
• 流利粵語和普通話口語
• 具有以優質客戶服務為目標的態度
• 擅於與人溝通和聆聽，能靈活地解決問題
• 具備團隊合作精神，並能獨立處理多項任務
• 熟練於一般電腦操作
• 需要輪班工作 （包括周末、 公眾假期及通宵更工作）

員工福利

• 成爲世界級優質服務品牌的一份子
• 採取五天工作制，並提供靈活的輪班模式，以適應不同的生活方式
• 擁有良好的培訓及職業發展機會
• 在安全及協作互動的工作環境中享受多元和具包容性的工作文化
• 員工及家屬均可享有醫療及保險保障
• 彈性退休計劃
• 員工及家屬均可享有機票折扣優惠
• 提供彈性工作安排

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

*受有關條款和細則約束
 

For any frontline recruitment related enquiries, please reach out to us by Whatsapp +852 2747 2298 / 對我們前線職位有興趣者 請聯絡Whatsapp招聘熱線: 2747 2298查詢