Key Responsibilities

• Engage with clients on social networking platforms to enhance Cathay's brand reputation
• Provide one-stop-shop customer service through all Digital (Live chat, WhatsApp, Facebook Messenger, etc.) and Telephone channels Recommend travel products, fares and services and provide after-sales support to customers
• Assist customers to buy and self-serve seamlessly through our websites and mobile application
• Handle reservation and ticketing issuance, re-issuance for travel plan alteration upgrades for the airline’s loyalty and frequent flyer member
• 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
• 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
• Bachelor Degree in Communications/ Public Relations
• Good command of written and spoken English. Proficiency of spoken Cantonese and Putonghua 
• Fresh graduates are welcome. Minimum of 1-2 years digital platform handling experience would be an advantage
• 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 organized and focused
• Ability to work under pressure
• Flexibility to work on shift schedules (including overnight, weekend, and public holidays)