Role Introduction

Reports to: Customer Contact Team Lead

This role is part of a global team in our Customer Care Department who are dedicated to provide peace of mind and build lifetime relationships through world-class customer care. As the Customer Care Advisor, you should achieve 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 channelsRecommend travel products, fares and services and provide after-sales support to customersAssist customers to buy and self-serve seamlessly through our websites and mobile applicationHandle reservation and ticketing issuance, re-issuance for travel plan alteration, upgrades for the airline’s loyalty and frequent flyer membersAssist customers to resolve disservice situations, e.g. determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularities occurMeet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metricsCapture every sales opportunity to improve revenue generationRespond to feedback and general enquiries from worldwide 24 x 7Support Customer Contact teams around the world when required

Requirements

• Right to work in Hong Kong. Minimum age of 18 Good command of written and spoken English and Japanese, obtaining Japanese Language Proficient Test (JLPT) N2 qualification or above is an advantageFresh graduates are welcomeProficiency in PC operationCustomer service-oriented attitude and good communication skills. Good team player with an ability to work independently. Ability to work organised and focusedAbility to work under pressure

Benefits

• Being part of a world-class service brand to be proud ofWorld-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 across many airlines for you and your family