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Customer Relations Support Officer (24 Months Contract)

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

Department: Customer Relations

Reports to: Assistant Manager – Customer Relations

As a Customer Relations Support Officer, you will provide general administration and telephonic support to the department.

Key responsibilities:


  • Perform general clerical duties
  • Handle incoming / outgoing mail
  • Scan work queues and verify customer cases in the Customer Feedback and Compensation System
  • Man the Support group email account for incoming cases
  • Data entry and filing
  • Scanning of documents
  • Inventory of stationery and gift items
  • Support MSC Support team and Operations team as required
  • Ad hoc duties assigned by CRD Management team

Assist with Customer Care

  • Respond to verbal and written enquiries received from customers
  • Man the CRD mini hotline - and take accurate messages, manage various customer situations
  • Liaise with various line departments to investigate or refer cases for their handling
  • Handle letter and service recovery (e.g. vouchers and cheques) fulfilment for customers
  • Prepare correspondence response for non complaint cases to customers


  • F.5 standard with HKCEE pass in English (Syl B) and Chinese
  • Good command of written and spoken English and Cantonese, fluency in Putonghua an advantage
  • Proficient in MS Office in English and Chinese
  • Customer focused
  • Good listening and comprehension skills
  • Attention to details is essential
  • Professional phone etiquette. Call centre/Customer service experience is an advantage.
  • Able to handle challenging situations
  • Organised and can work well under pressure. Good time management
  • Good team player and able to work independently
  • Willing to work at weekends on a regular basis

Application deadline: 23 September 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.