Customer Service Representative

1 month ago

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

Cathay Pacific Airways Limited is seeking a highly skilled and customer-focused Customer Care Advisor to join our team. As a Customer Care Advisor, you will be responsible for providing exceptional customer service and support to our valued customers.

Key Responsibilities
  • Provide one-stop-shop customer service through various digital and telephone channels.
  • Recommend travel products, fares, and services, and provide after-sales support to customers.
  • Assist customers with reserving and making alterations to their travel plans, including ticket re-issuance.
  • Support Customer Contact teams around the world when required.
  • Assist customers with buying and self-serving through our websites and mobile application.
  • Handle reservation and ticketing issuance, re-issuance, and upgrades for the airline's loyalty and frequent flyer members.
  • Assist customers with resolving disservice situations, such as determining alternate flight options for delayed, cancelled, or missed flights, and changing or rebooking when irregularities occur.
  • Respond to feedback and general enquiries from worldwide 24/7.
  • Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity, and key performance metrics.
  • Capture every sales opportunity to improve revenue generations.
Requirements
  • Right to work in Hong Kong.
  • Minimum age of 18.
  • Good command of written and spoken English.
  • Good spoken Cantonese and Mandarin.
  • Proficiency in PC operation.
  • Customer service-oriented attitude.
  • Great communication, listening, and problem-solving skills.
  • Ability to work as part of a team and independently.
  • Ability to work organized and focused.
  • Ability to work under pressure.
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 to suit different lifestyles.
  • World-class training and structured career progression path.
  • A safe and collaborative working environment that embraces a diverse and inclusive culture.
  • Extensive medical coverage & insurance scheme for you and your dependents.
  • Flexible retirement scheme.
  • Discounted travel across many airlines for you and your family.
  • Apply flexible work arrangement.

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