역할 소개 

상사: 고객 콜센터 팀리더 

고객 관리 담당자는 고객에게 서비스 및 판매 시 최고의 고객 서비스 기준을 달성해야 합니다.

고객과 강력한 관계를 구축하고 직접적인 채널을 통해 최대 수익을 창출하도록 해야합니다.  또한 모든 디지털 채널(라이브챗, WhatsApp 및 전화)을 통한 원스톱샵 고객 서비스를 제공합니다.

고객의 요구를 해석하고 직접적인 채널을 통해 캐세이 퍼시픽(CX) 서비스와 브랜드를 홍보하며, 판매 기회를 식별하고 개별 판매 및 고객 서비스 기술을 적극적으로 활용하여 수익을 지원, 최대화 및 유지하면서 고객 유지와 서비스 우수성에 중점을 둡니다.

전문 지식, 기술 및 지식을 활용하여 팀의 일원이 되고 능숙한 다중 업무 처리를 배우게 됩니다. 직무에는 전화응대 및 디지털 채널 팀, 이행 팀 및 고급 티어 멤버쉽팀이 포함됩니다. 일상 업무에서는 직책 간의 의사 소통이 항상 필요합니다.

고객 관리 부서에서의 체계적인 경력 개발 단계

고객 관리 담당자 (III, II, I)

시니어 고객 관리 담당자

고객지원 팀장

고객지원 관리자

고객지원 매니저

지금 입사할 경우 신규 입사자 인센티브로 HK$ 12,000을 받을 수 있습니다 *동적이고 지원적인 환경에서 경력을 시작하고자 하는 최근 졸업생은 지금 지원하시기 바랍니다!

주요 책임사항 

3개 팀 간 다양한 역할과 책임

이행 팀

• 발권 처리, 멤버십 혜택 및 멤버십 관리 지원 업무 지원 

• 원월드 파트너를 포함한 인바운드 및 아웃바운드 고객으로부터 수신되는 이메일, 전화 처리

• 인바운드 및 아웃바운드 항공권 관련 전화응대

• 수익 팀과 긴밀히 협력하여 모든 항공편의 예약 품질을 향상시켜 판매 기회와     수익을 극대화

• 수요가 높은 항공편에 대한 핫 플라이트 체크 수행

• 모든 허브에서 트랜짓 레이오버 호텔 요청 처리

• 메디컬 및 스페셜 케이스 핸들링

전화 & 디지털 채널

• 고객에게 여행 제품, 요금 및 서비스를 추천하고 판매 후 지원을 제공합니다. 

• 필요한 경우 전 세계의 고객 컨택 팀을 지원합니다. 

• 웹사이트 cathaypacific.com 및 모바일 애플리케이션을 통해 고객이 원활하게 구매하고 자가 서비스를 이용할 수 있도록 지원합니다. 

• 지연, 취소 또는 놓친 항공편에 대한 대체 항공편 옵션을 결정하거나 비정상적 상황 발생 시 변경 또는 재예약ㄷ 등 고객의 불만사항을 해결 할수 있도록 지원합니다.

• 고객 만족도, 품질, 생산성 및 주요 성과 지표 측면에서 주요 연락 센터 성과 목표를 달성합니다. 

• 매출 기회를 포착하여 수익을 향상시킵니다.

고급 회원팀 

• 우수한 의사소통과 고객 서비스를 통해 회원 관계를 관리합니다. 

• 매출 기회를 포착하여 수익을 향상시킵니다. 

• 회원의 항공편 예약을 처리하며, 적절한 경우 “비행 전 조언” 및 “비행 후 후속 조취” 서비스를 제공합니다. 

• 불만 사항과 고객 의견을 처리합니다. 필요할 때는 에스컬레이션을 예상하고 전화를 대신 받아 문제를 해결하고/또는 다양한 연락 채널을 통해 보상을 제공합니다.

요구 사항 

• 홍콩에서 근무할 수 있는 자격

• 만 18세 이상 

• 영어와 일본어/한국어의 쓰기 및 말하기 능력이 뛰어남 

• 중국어 회화 능력 우대

• 고객 서비스 지향적인 태도 

• 좋은 커뮤니케이션, 청취 및 문제 해결 능력, 또한 팀워크 능력으로 독립적으로 일하고 조직적으로 유지하며 압박 속에서 성장할 수 있는 능력 

• PC 작업 능숙함 

• 다중 업무 처리에 유연하고 원할함 

• 월요일부터 금요일까지 공휴일 포함, 근무 시간표에 따라 교대 근무 가능한 유연성이 있는 것이 장점입니다 .

혜택 

• 자랑스러울 만한 세계적인 서비스 브랜드의 일원이 되기 

• 다양한 라이프스타일에 맞는 유연한 근무 시간표로 구성된 5일 근무 주 

• 세계적인 교육 및 구조화된 경력 진로 경로 

• 다양성과 포용적인 문화를 수용하는 안전하고 협력적인 작업 환경 

• 본인 및 가족을 위한 광범위한 의료 보상 및 보험 제도 

• 유연한 퇴직 제도 

• 가족을 위한 다양한 항공사 할인 혜택

• 유연 근무제 적용

개인 및 지원 정보 

Cathay Pacific은 평등한 기회의 고용주입니다. 구직자가 제공한 개인 데이터는 엄격히 개인 데이터 정책에 따라 사용되며, 채용 목적으로만 사용됩니다. 8주 이내에 통보를 받지 않은 지원자는 불합격으로 간주 될 수 있습니다. 관련 정보는 최대 24개월 동안 파일에 보관됩니다. 개인 정보 수집 성명서의 사본은 데이터 보호 담당자에게 문의하여 요청하실 수 있습니다.

* 거래약관

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. 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, skills and knowledge you will be arranged one of the position to be part of the team and learn to be proficient multi-tasking. Job positions includes Call & Digital Channel Team, Fulfilment Team, and High Tiers Membership Team. In your day-to-day job, frequent communication among the position is required.

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*

If you are a recent graduate looking to start your career in a dynamic and supportive environment, we encourage you to apply it now!
 

Key Responsibilities

Diverse roles and responsibilities across 3 teams

Fulfilment Team

• Assist handling Ticketing fulfilment, membership benefits and membership administration support
• Handle incoming emails, calls from Internal and External Customers including our OneWorld partners
• Responsible for both inbound and outbound exceptional tickets call handling
• Work closely with Revenue team to improve booking quality of all flights to maximize sales opportunity and revenue
• Perform hot flight check on high demand flights
• Handle all transit layover hotel requests for all Hubs
• Medical & Special Case Handling

Call & Digital Channel

• Recommend travel products, fares and services and provide after-sales support to customers
• 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
• 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

High Tiers Membership Team

• To manage member relationships through good communications and customer service
• Capture every sales opportunity to improve revenue generation
• Take care of member’s flight bookings, provide “pre-flight advisory” and “post-flight follow-up” services as appropriate
• Handle complaints and customers’ feedback. Anticipate escalation and take over calls when needed, provide solution and /or compensation through different contact channels

Requirements

• Right to work in Hong Kong
• Minimum age of 18
• Good command of written and spoken English and Japanese/Korean
• Conversation level in Mandarin is advantage
• 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

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 / 對我們前線職位有興趣者 請聯絡Whatsapp招聘熱線: 2747 2298查詢