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, 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

• High school graduate or above

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

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