Customer Care Advisor

Overview Join to apply for the Customer Care Advisor role at Cathay Pacific . Role 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 lifelong 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 maximize revenue by interpreting customer needs and promoting Cathay Pacific services. You will be assigned to one of three teams (Call & Digital Channel Team, Fulfilment Team, and High Tiers Membership Team) to learn multi-tasking with a structured career progression plan within the team. Responsibilities Provide one-stop-shop customer service through all digital channels (e.g., Livechat, WhatsApp, Facebook Messenger) 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, and upgrades for the airline’s loyalty and frequent flyer members Assist customers to resolve disservice situations (e.g., determine alternate flight options for delays, cancellations or missed flights; changes or rebooking when irregularities occur) Meet key contact centre performance goals for customer satisfaction, quality, productivity and other KPIs Capture every sales opportunity to improve revenue generation 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 Good command of spoken and written English; proficiency in spoken Cantonese and Putonghua Fresh graduates are welcome Proficiency in PC operation Customer service-oriented attitude with good communication and problem-solving skills Good team player with the ability to work independently Ability to stay organized and focused Ability to work under pressure Flexibility to work on shift schedules (including overnight, weekend and public holidays) 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 World-class training and structured career progression path A safe and collaborative working environment that embraces a diverse and inclusive culture Medical coverage and other flexible benefits Flexible retirement scheme Discounted travel across many airlines for you and your family Equal Opportunities 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 for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods. Seniority level Entry level Employment type Full-time Job function Other Industries Airlines and Aviation #J-18808-Ljbffr