Customer Support Ambassador

2 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time
Overview

Cathay Pacific Airways Limited is a leading international airline that operates a modern fleet of aircraft. We are committed to providing our customers with exceptional service and ensuring their safety and comfort during travel.

The company offers competitive salaries, benefits, and career opportunities for talented individuals who share our vision and values.


Salary

We offer an attractive salary package ranging from $50,000 to $70,000 per annum, depending on qualifications and experience.


Job Description

As a Customer Support Executive, you will play a key role in building relationships with our customers and addressing their feedback in a positive and professional manner.

  • Handle both verbal and written customer feedback in a tactful, timely, and professional manner
  • Liaise with other departments to handle customer feedback which require further investigation
  • Support the Customer Support team in hubs and outports or other departments as required in the handling and resolution of cases
  • Record customer feedback in the Customer Feedback and Compensation System in an accurate manner
  • Accountable for effective use of service recovery procedures
  • Communicate with relevant departments on customer feedback to review any possible remedial actions and future improvements
  • Make recommendations to Customer Support Management team for improvements in operational effectiveness and customer satisfaction
  • Carry out ad-hoc duties as assigned by Customer Support Management team

Required Skills and Qualifications
  • University degree (related to English, Chinese, or Translation an advantage)
  • Experience in the customer relations field is a significant advantage. Experience in call centres or customer service is also advantageous
  • The ability to write professional business correspondence is essential
  • Excellent command of both spoken and written English and Chinese
  • Conversational Putonghua is an advantage
  • Polished communication, negotiation, and influencing skills
  • Mature, with strong analytical and problem-solving skills
  • Excellent interpersonal skills with positive thinking and customer orientation
  • Able to work under pressure and meet tight deadlines
  • Good team player with an ability to work independently
  • Good listening and probing skills to identify and understand the needs of the customer
  • Proficient in MS Office and Chinese Word Processing
  • Willing to work at weekends/public holidays on a regular basis

Benefits

Cathay Pacific Airways Limited offers a range of benefits to its employees, including:

  • Competitive salary and bonuses
  • Comprehensive health insurance
  • Retirement savings plan
  • Flexible working hours
  • Training and development opportunities

Others

Cathay Pacific Airways Limited is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

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