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Reservation & Ticketing Officer

  • Customer Service
  • Taipei, Taiwan China
  • Cathay Pacific

Reservation & Ticketing Officer

Reports to: Assistant Reservation & Ticketing Manager

Indirectly reports to: Acting Direct Sales Manager

Responsible for (positions): N/A

Location/Country: Taipei / Taiwan

Employment Condition: Full Time / One-Year Contract

Terms of Reference for: Cathay Pacific

Job Level: A

Affects safety and/or security accountability: No





To maximize direct sales opportunities and grow direct sales revenue as the ‘voice’ (phone/email) of Cathay Pacific.


To promote the Cathay Pacific service, product and brand via the direct channel, interpreting customer needs whilst maintaining a focus on customer retention and service excellence.



Knowing our Business Environment

  • Analysis and Problem Solving (Level 1)
  • Commercial Acumen (Level 1)


Driving Service and Business Excellence

  • Customer Focus (Level 2)
  • Accountability (Level 2)


Collaborating with Others

  • Communication (Level 2)
  • Interpersonal (Level 2)


Key responsibilities and tasks



Direct and Ancillary Selling


  • Identify customer’s needs and provide Cathay Pacific service, product and brand
  • Seize opportunities to up-sell and/or cross-sell for generating ancillary revenue
  • Communicate Cathay Pacific e-products and encourage self-service through the company website to enhance the customer experience
  • Actively support and contribute to the team’s sales targets



Customer Handling and Servicing


  • Act as a Contact Centre Agent to handle direct/indirect customer queries across various channels in a “Service Straight From The Heart” manner
  • Be at the ‘front end’ of the business with responsibilities to serve walk-in customers if required and respond to Travel Agents feedback
  • Process flight disruptions with call-outs for affected customers as required
  • Actively support and contribute to the team’s service level targets




  • Participate in continuous improvement projects as required
  • Any other reasonable task as requested




Qualifications / Experience




  • Current Taiwan citizen with Taiwan Resident ID


Academic Qualifications


  • University degree or above
  • TOEIC certificate is required to submit with the application and SW test is preferred


Knowledge, Skills, Training and Experience


  • Strong command of spoken and written in both English and Chinese
  • Demonstrable passion for excellent customer service in line with the “Life Well Travelled” brand promise
  • Great communication, listening and problem solving skills
  • Excellent telephone etiquette
  • Travel Industry experience and knowledge of Global Distribution System (GDS), preferably Amadeus is an advantage
  • Good PC literacy skills in Word, Excel, Powerpoint, Internet browsing…, etc

Application deadline:  10 April 2019

Please refer to IntraCX for details of our Internal Vacancy Policy and Compensation Management Policy.

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.