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

Item 2 of 9, 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

Item 1 of 9, Right to work in Hong Kong

Item 2 of 9, Minimum age of 18

Good command of spoken and written English and Japanese, obtaining Japanese Language Proficient Test (JLPT) N2 qualification or above is an advantage

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

Benefits

World-class training and structured career progression path

A safe and collaborative working environment which embraces a diverse and inclusive culture

Special allowance is entitled to public holiday shifts

Medical coverage & other flexible benefits

Flexible retirement scheme

Discounted travel for you and your family