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

• Item 1 of 9, Provide one-stop-shop customer service through all Digital channels, e.g. Livechat, WhatsApp, Facebook Messenger, etc., and Telephone channels
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• Provide one-stop-shop customer service through all Digital channels, e.g. Livechat, WhatsApp, Facebook Messenger, etc., and Telephone channelsItem 2 of 9, 
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• Recommend travel products, fares and services and provide after-sales support to customersItem 3 of 9, Assist customers in purchasing and self-serving seamlessly through our websites and mobile application
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• Assist customers in purchasing and self-serving seamlessly through our websites and mobile applicationItem 4 of 9, Handle reservations, ticket issuance and re-issuance for travel plan alterations, and process upgrades for loyalty and frequent flyer members
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• Handle reservations, ticket issuance and re-issuance for travel plan alterations, and process upgrades for loyalty and frequent flyer membersItem 5 of 9, Assist customers in resolving service disruptions, e.g. determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularities occur
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• Assist customers in resolving service disruptions, e.g. determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularities occurItem 6 of 9, Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics
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• Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metricsItem 7 of 9, Capture every sales opportunity to improve revenue generation
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• Capture every sales opportunity to improve revenue generationItem 8 of 9, Respond to feedback and general enquiries from worldwide 24 x 7
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• Respond to feedback and general enquiries from worldwide 24 x 7Item 9 of 9, Support Customer Contact teams around the world when required
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• Support Customer Contact teams around the world when required

Requirements

• Item 1 of 9, 
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• Right to work in Hong KongItem 2 of 9, 
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• Minimum age of 18Item 3 of 9, Good command of spoken and written English and Japanese, obtaining Japanese Language Proficient Test (JLPT) N2 qualification or above is an advantage
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• Good command of spoken and written English and Japanese, obtaining Japanese Language Proficient Test (JLPT) N2 qualification or above is an advantageItem 4 of 9, Fresh graduates are welcome
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• Fresh graduates are welcomeItem 5 of 9, Proficiency in PC operation
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• Proficiency in PC operationItem 6 of 9, Customer service-oriented attitude with good communication and problem solving skills
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• Customer service-oriented attitude with good communication and problem solving skillsItem 7 of 9, Good team player with an ability to work independently
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• Good team player with an ability to work independentlyItem 8 of 9, Ability to work in an organised and focused manner
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• Ability to work in an organised and focused mannerItem 9 of 9, Ability to work under pressure
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• Ability to work under pressure

Benefits

• Item 1 of 6, World-class training and structured career progression path
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• World-class training and structured career progression pathItem 2 of 6, A safe and collaborative working environment which embraces a diverse and inclusive culture
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• A safe and collaborative working environment which embraces a diverse and inclusive cultureItem 3 of 6, Special allowance is entitled to public holiday shifts
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• Special allowance is entitled to public holiday shiftsItem 4 of 6, Medical coverage & other flexible benefits
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• Medical coverage & other flexible benefitsItem 5 of 6, Flexible retirement scheme
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• Flexible retirement scheme Item 6 of 6, Discounted travel for you and your family
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• Discounted travel for you and your family