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Customer Relations Executive (2 Year Contract)

  • Customer Service
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific

Department: Customer Relations Department

Reports to:  Assistant Manager, Customer Relations


The role plays a key part in building relationships with our customers and he/she will address feedback in a positive and professional manner, win back our customers and restore their confidence in our products and services.


Key Responsibilities:


  • Handle both verbal and written customer feedback in a professional and timely manner
  • Liaise with other departments to handle customer feedback which require further investigation
  • Support the Customer Relations teams or other departments as required in the handling and resolution of cases
  • Accurately record customer feedback in the Customer Feedback and Compensation System
  • Accountable for effective use of service recovery procedures
  • Communicate with relevant departments on customer feedback for them to review any possible remedial actions and future improvements
  • Make recommendations to CRD Management team for improvements in operational effectiveness and customer satisfaction
  • Participate in projects and carry out ad-hoc duties as assigned by CRD Management team




  • Degree or above. Major in Linguistics or Translation would be advantageous. Diploma holders with extensive relevant experience will also be considered.
  • Experience in customer relations or customer service is a significant advantage
  • 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 communication skills to identify and understand the needs of the customer
  • Proficient in MS Office and Chinese Word Processing
  • Willing to work on weekends/public holidays when operational situation requires

Application deadline: 31 July 2019

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.