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Customer Care Advisor II

  • CCD - Customer Care
  • Bangkok, Thailand
  • Cathay Pacific
  • Application Deadline
    31 Oct 2023
Role Introduction

The Customer Care Advisor should maintain a high customer service standard 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 services and brands via direct channels, identify sales opportunities and actively use the individual selling and customer service techniques to support, maximize and maintain revenue, whilst maintaining a focus on customer retention and service excellence.

Key Responsibilities

1. Provide “one-stop-shop” customer service across Cathay from telephone, digital, and email channels

2. Recommend travel products, fares and services and provide after-sales support to customers.

3. Assist customers including direct corporate clients to reserve and make alteration of travel plans (ticket re-issuance)

4. Provide customer service through telephone, digital, and email globally to all Cathay customers

5. Assist customers to buy and self-serve seamlessly through our websites, cathaypacific.com and mobile application

6. Assist customer to resolve disservice situations e.g. determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularity occur

7. Capture every sales opportunity to improve revenue generations

8. Build, establish and maintain open lines of communication with agents, peers, executives, managers, business partners and other areas of the company to facilitate routine operation and problem solving.

9. Identifying operational issues and suggest possible improvements

10. Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics.

11. Handle queue with all the related follow up with supervision

12. Provide the B2B support and ensure that all queries are handled promptly and in a timely manner.

13. Provide ticketing support to port airport team

14. Handle locally on refund process and report to GGT or local FIN team for bank-in (CASH) payment received 15. Support all sales & marketing related activities.

16. Any other CCD related duties as assigned by direct appraiser


• 0 – 1 year of relevant experience

• Good command of written and spoken English and the core market language.

• 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

Apply now