Customer Care Advisor

2 weeks ago

Hong Kong Island, Hong Kong SAR China Cathay Pacific Full time

Overview Customer Care Advisor (English Speaking) – Cathay Pacific. This role is part of the global Customer Care Department dedicated to providing peace of mind and building lifetime relationships through world-class customer care. The Customer Care Advisor should achieve the highest customer service standards when servicing and selling to customers, providing one-stop-shop customer service through all digital channels to build strong relationships and maximize revenue by interpreting customer needs and promoting Cathay Pacific services. The role is assigned to one of three teams (Call & Digital Channel Team, Fulfilment Team, or High Tiers Membership Team) to develop multi-tasking skills with a structured career progression plan. Reports to: Customer Contact Team Lead. Responsibilities Provide one-stop-shop customer service through all digital channels (e.g., Livechat, WhatsApp, Facebook Messenger, etc.) and telephone channels Recommend travel products, fares and services and provide after-sales support Assist customers to buy and self-serve through Cathay Pacific websites and mobile applications Handle reservation and ticketing issuance, re-issuance for travel plan alterations, and upgrades for the airline’s loyalty and frequent flyer members Assist customers to resolve disservice situations, including alternate flight options for delays, cancellations or irregularities Meet key contact centre performance goals related to customer satisfaction, quality, productivity and other KPIs Capture sales opportunities to improve revenue generation Respond to feedback and general enquiries worldwide, 24 x 7 Support Customer Contact teams around the world when required Requirements Right to work in Hong Kong Minimum age 18 Good command of spoken and written English Fresh graduates are welcome Proficiency in PC operation and typing Customer service-oriented attitude with strong communication and problem‑solving skills Good team player with ability to work independently Well-organised and focused with the ability to work under pressure Flexibility to work on shift schedules (including overnight, weekends and public holidays) Benefits Being part of a world-class service brand Roster based on a 5-day working week with flexible shift patterns World-class training and structured career progression path A safe and collaborative working environment embracing diversity and inclusion Medical coverage and other flexible benefits Flexible retirement scheme Discounted travel across many airlines for you and your family Personal & Application Information Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data only for as long as necessary for the purposes for which we obtained them, and for any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as necessary to process the application or for the purposes of future job opportunities if you agree to such longer periods. #J-18808-Ljbffr

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