For US-based job applicants - If you require assistance or accommodation in completing any aspect of the application process, please contact the Cathay Pacific Americas Talent Acquisition team at: jobs@cathaypacific.com

Going, going, gone...

Looks like this career opportunity is no longer available. We may have filled the position or it was taken down for other reasons. We know this isn’t what you were hoping for but we have great new opportunities opening all the time.

Start a new search now!

Customer Services Agent

  • ASD - Airport Services Delivery
  • Narita, Japan
  • Cathay Pacific
  • Application Deadline
    23 Oct 2023
Company Description

We are proud of our Hong Kong heritage and equally proud of the global, diverse workforce that makes us who we are.  Celebrating 77 years of flying this year, we are a values driven, complex global business; but we are also a family.  Regardless of job or location, we are all one team who are focused on delivering a world-class airline operation.


Role Introduction

Reports to: Duty Airport Operations Manager, Narita
Location / Country: Narita / Japan
Employment Condition: Permanent

We are looking for talented Customer Services Agents who have a strong sense of self-development have aspirations to proactively seek the opportunity to gain various aspects of airline business of airports, cargo, and passengers over a career. The employees could rotate through within a few years in Japan.

The successful candidates are expected to carry out the day-to-day assigned duties and support overall operations to run smoothly and efficiently, and deliver the best possible customer service to ensure our customers always feel special.

Selection process

  1. Written test & Group exercise (Online) - 31 October 2023
  2. First interview (Online) - 6 or 7 November 2023
  3. Final interview (In-person) - 16 or 17 November 2023

* Please make your schedule available on 31 October, and either 6 or 7 November. Those who pass both #1 and #2 will be invited to the final interview.


Date of Join: 26 December 2023

Key Responsibilities

Safety First, Quality Always

  • Rigorously execute corporate safety, security and complying with regulatory requirements and established standards
  • Achieve absolute operational integrity with zero safety defects and security infringements

Operational Excellence

  • Achieve operational excellence being on time and error free
  • Gain and maintain a high proficiency of knowledge and skills required to carry out assigned tasks
  • Willing to take up additional responsibilities and work shift duties

Outstanding Product and Services

  • Provide the highest possible quality of services for our customers at any touch point
  • Deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection and memorable experiences for our customers
  • Keep abreast with the latest product updates
  • Provide extra attentiveness to our highest-value customer needs (front-end and elite MPO)

Crisis Management capability and preparedness

  • Familiarity with station contingency local disruption plans and fall-back procedures
  • Follow the direction from local airport management to mitigate disruption to provide a minimal negative impact on customer experience
  • Ensure our customers are cared for informed during disruption and offered choice whenever possible

People and team

  • Strive for good teamwork and fully participate as a supportive and collaborative team player
  • Support other team members (suppliers included) to deliver services and products to company standards

Supplier Management

  • Assist in monitoring and conducting regular performance review meetings with suppliers
  • Support the Airport Operations Manager to implement any action plan efficiently and keep track of progress with documented records

Cost efficiency and productivity

  • Capture ancillary revenue opportunity, e.g. excess baggage, upgrades etc.
  • Support station administration duties as required

Represent Cathay interests in the Airport Community

  • Create and maintain professional working relationships with external parties in the best interests of the Company - authorities, suppliers and service providers, Oneworld Partners, and other airlines

  • Post-secondary school education is desirable
  • Good command of written and spoken English and Japanese (TOEIC 600 or above, JLPT N1)
  • Preferable to have at least 1 year airline or related industry experience
  • Demonstrated ability to work under pressure and independently
  • Strong sense of responsibility and acts as a supportive team player
  • Strong interpersonal skills with a natural service orientated mind-set
  • Can perform daily operations (multi-tasking ability) up to company standards (required to pass all training arranged by department and APT)
  • Adapts to constant change
  • Must have the legal right to live and work in Japan

  • Basic salary: JPY223,300/month (inexperienced), JPY234,470/month (at least one year of experience)
  • Fixed allowance per month: JPY38,000 + Basic salary x 7.4%
  • Other allowances: the company regulations apply
  • Social insurance: Unemployment insurance, Worker's compensation insurance, Health insurance, Welfare pension insurance
  • Commuting expense allowance: Up to JPY50,000/month
  • Working hours per day: 7.25 hours
  • Break time: 1 hour
  • Off day: Two days off every week
  • Probation period: 3 months
  • Annual leave: 16 days in the first year after completing 6 month service
  • Potential for additional discretional bonus (depends on the company's performance and financial status)
Personal & Application Information


  1. Cover letter in English detailing your motivation for applying
  2. CV (Both Japanese and English version are mandatory) 
  • Please ensure that the dates in your resume are written in the Gregorian calendar (AD/西暦).

Application deadline: 23 October 2023

Date of Join: 26 December 2023


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. 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.

Apply now