Customer Care Advisor (Call Channel / Chat Channel)

  • CCD - Customer Care
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
Role Introduction

Reports to: Customer Contact Team Lead

The Customer Care Advisor should achieve the highest customer service standards when servicing and selling  to customers.

Build strong relationship with customers and ensure the generation of maximum revenue through direct channels.

Interpret customer needs, promote Cathay Pacific (CX) services and brands via direct channels, identify sales opportunities and actively use the individual selling and customer service techniques to support, maximise and maintain revenue, whilst maintaining a focus on customer retention and service excellence.

Key Responsibilities

  • Provide customer service through Digital (e.g. livechat, whatsapp, FB messenger, etc.) or Telephone channel
  • Assist customers to reserve and make alteration of travel plans
  • Guide customers to use our websites and mobile application
  • Respond to general enquiries and feedback from worldwide customers
  • Recommend travel products, fares and services and provide after-sales support
Requirements

  • Good command of written and spoken English
  • Good command of spoken Cantonese
  • Written Chinese and spoken Mandarin are preferable
  • Customer-centric mindset
  • Great problem solving skills
  • Able to work under pressure
  • You will be required to take overnight shift within a roster (minimum 1-2 shifts). We are also offering the opportunity to take up a full-time overnight shift throughout the whole roster. For overnight shift, you will be entitled to additional overnight shift allowance.
Personal & Application Information

Cathay Pacific 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.

 

Please note that with effect from 1 June 2022 onwards, all Cathay employees and contractors who work in Cathay City and all other Cathay Group Company premises in Hong Kong must have received a third dose of COVID 19 vaccine.  Being tested regularly for COVID-19 is not an option. Consideration will be given to those who are unable to get vaccinated for valid medical reasons.

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