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Customer Service Representative
2 months ago
Cathay Pacific Airways Limited is seeking a highly skilled and customer-focused individual to join our Customer Support team as a Customer Service Representative. This role plays a critical part in building strong relationships with our customers, addressing their feedback in a professional and timely manner, and restoring their confidence in our products and services.
Key Responsibilities- Handle customer feedback and complaints in a tactful, timely, and professional manner.
- Liaise with other departments to investigate and resolve customer issues.
- Support the Customer Support team in handling and resolving customer cases.
- Record customer feedback and complaints accurately in our system.
- Implement effective service recovery procedures to ensure customer satisfaction.
- Communicate with relevant departments to review and improve our services.
- Make recommendations to the Customer Support Management team for operational improvements and customer satisfaction.
- Perform ad-hoc duties as assigned by the Customer Support Management team.
- University degree in a related field (English, Chinese, or Translation is an advantage).
- Experience in customer relations, call centers, or customer service is highly desirable.
- Excellent written and verbal communication skills in English and Chinese.
- Conversational Putonghua is an advantage.
- Strong analytical and problem-solving skills, with a mature and positive attitude.
- Excellent interpersonal and negotiation skills, with a customer-centric approach.
- Able to work under pressure and meet tight deadlines.
- Good team player with the ability to work independently.
- Good listening and probing skills to identify customer needs.
- Proficient in MS Office and Chinese Word Processing.
- Able to work at weekends and public holidays on a regular basis.
Cathay Pacific Airways Limited is an Equal Opportunities Employer. We collect and use personal data in accordance with our Personal Data Policy, which is available upon request. 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.
