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
• 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
• Work between Monday to Friday inclusive public holidays, flexibility to work in shifts upon roster assignment is a plus

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