工作匯報至：顧客服務主任

該職位是我們顧客服務部全球團隊的一部分，致力於通過世界級的客戶服務提供安心，並建立終身關係。

我們的顧客服務顧問透過電話、電子郵件和社交媒體提供世界一流的客戶服務。我們通過提供優秀的服務，如預訂、售後支援和全天候查詢處理，改善國泰航空客戶的旅行體驗。

憑藉您在客戶服務領域的專業知識、技能及經驗，我們將安排您加入其中一支團隊，學習高效處理多項任務。團隊提供清晰且具前景的晉升階梯，助您規劃長遠事業發展。

**顧客服務部事業發展階梯**
顧客服務顧問 (III, II, I) > 高級顧客服務顧問 > 顧客服務主任 > 顧客服務經理 > 顧客服務主管

主要職責

• 透過所有數碼平台（包括即時聊天、WhatsApp、Facebook Messenger 等）和電話管道，提供全方位客戶服務，處理通訊及權益查詢

• 推薦旅遊產品和票價，並為客戶提供售後支援

• 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

• 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

• 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, 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

• 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

• 全天候 24 小時回應來自全球各地的意見反饋和一般查詢

• 有需要時向環球團隊提出支援

入職要求

• 可在香港合法受僱

• 必須年滿18歳

• 具良好英文及中文書寫和溝通能力, 流利廣東話和普通話

• 歡迎應屆畢業生申請

• 熟悉一般電腦操作

• 具備以客為先的服務態度, 溝通及解決問題能力

• 具備團隊合作精神，並能獨立處理多項任務

• 處事有條理及專注

• 能够在壓力下有效工作

• 靈活工作時間安排，包括週末、公眾假期及偶爾的通宵輪值

員工福利

• 以五天工作週為基礎，靈活的排班安排

• 擁有業界領先的培訓課程和系統化的職業發展機會

• 舒適自在的工作環境，多元共融的企業文化

• 醫療保障及彈性福利計劃

• 彈性退休計劃

• 員工及家屬均可享有機票折扣優惠

個人及申請資料

國泰航空致力於推動平等就業機會。申請人所提供的個人資料將嚴格依照本公司的《個人資料收集聲明》(https://careers.cathaypacific.com/en/pics-page) 作招聘用途。若申請人在八週內未收到進一步通知，可視為此次申請未獲成功。我們保留您的資料記錄時間不會超過收集目的及其他合法相關目的所需的期限。若您的申請未獲成功，我們將把您的詳細資料保留在檔案中，保存期限將延長至處理申請所需的時間，或在您同意的情況下，保存更長時間以配對未來的工作機會。

Role Introduction

Reports to: Customer Contact Team Lead

This role is part of a global team in our Customer Care Department, dedicated to providing peace of mind and building lifetime relationships through world-class customer care.  

As the Customer Care Advisor, you will be expected to deliver the highest customer service standards when servicing and selling to customers. You will be responsible for providing one-stop-shop customer service through all Digital channels to build strong relationships with customers and ensure the generation of maximum revenue by interpreting customer needs and promoting Cathay Pacific services. 

With your expertise, skills and knowledge in customer service, you will be assigned to one of the three teams (Call & Digital Channel Team, Fulfilment Team, and High Tiers Membership Team) to learn to be proficient in multi-tasking with a promising and structured career progression plan within the team.

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

• Provide one-stop-shop customer service through all Digital channels, e.g. Livechat, WhatsApp, Facebook Messenger, etc., and Telephone channels

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

• Assist customers in purchasing and self-serving seamlessly through our websites and mobile application

• Handle reservations, ticket issuance and re-issuance for travel plan alterations, and process upgrades for loyalty and frequent flyer members

• Assist customers in resolving service disruptions, e.g. determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularities 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

• Respond to feedback and general enquiries from worldwide 24 x 7

• Support Customer Contact teams around the world when required

Requirements

• Right to work in Hong Kong

• Minimum age of 18

• Good command of spoken and written English. Proficiency of spoken Cantonese and Putonghua

• Fresh graduates are welcome

• Proficiency in PC operation

• Customer service-oriented attitude with good communication and problem-solving skills

• Good team player with an ability to work independently

• Ability to work in an organised and focused manner

• Ability to work under pressure

• Flexibility to work on shift schedules, including weekends, public holidays, and occasional overnight shifts

Benefits

• 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

• Medical coverage & other flexible benefits

• Flexible retirement scheme 

• Discounted travel for you and your family
  

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement (https://careers.cathaypacific.com/en/pics-page) and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.

Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, cargo business Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.\nCathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world’s leading international aviation centres.