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Customers are at the heart of everything we do. Do you feel you can deliver a customer experience that will inspire people to fly with us again?
Absolutely! I believe I understand what customers expect from a premium airline and can definitely deliver this.
I hope so. I think it would be a challenge, but I am willing to give it a go
Mmmm, I’m unsure. I don’t have much experience or confidence in this area.
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What your answer means
Great - this is the attitude we are looking for! At our Airline, all our customer service roles will be expected to deliver outstanding service. That means understanding & empathising with customers, anticipating their needs and having the warmth and passion to want to deliver great experiences.
What your answer means
How we deliver customer service has a huge impact on whether customers choose to fly with us again and what our customers say about us to their friends and family (especially in the age of social media, where one bad experience can travel a long way). All successful applicants will complete a rigourous training programme to give them the skills they need to deliver exceptional customer service, but it’s up to you to bring it to life. Have a think about whether this is right for you given its importance to the airline.
What your answer means
How we deliver customer service has a huge impact on whether customers choose to fly with us again and what our customers say about us to their friends and family (especially in the age of social media, where one bad experience can travel along way). All successful applicants will complete a rigourous training programme to give them the skills they need to deliver exceptional customer service, but it’s up to you to bring it to life. Have a think about whether, with training and support, you would be able to develop the confidence and service delivery skills required in this role.
Travelling is exciting, but delays and other unexpected circumstances can sometimes make it stressful. In a customer service role, you are there to help our customers, even when you are tired and frustrated. How does this make you feel?
A little stressed and uneasy. I don’t like dealing with confrontation.
Fine. I would to do my best to help ease their frustrations.
Confident. I understand that these things happen and that some customers may be difficult.
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What your answer means
Operational challenges in aviation are not uncommon – extreme weather, logistical issues, crew or passengers becoming ill, congested airports and the like can cause flight cancellations, diversions, missed connections and delays. While we always endeavour to minimise these disruptions; delays will occur from time to time and impact our customers. This means we need people who can stay positive, proactive, and can support our frustrated, tired and sometimes upset customers. Think about whether you could manage your emotions and stress levels in situations like these.
What your answer means
Operational challenges in aviation are not uncommon – often extreme weather, technical faults, air traffic control measures, congested airports and the like can cause flight cancellations, diversions, missed connections and delays. While we always endeavour to minimise these disruptions; delays will occur from time to time and impact our customers. If you think you could help our customers and the whole team work better in such a situation, staying positive and proactive - this could be the place for you.
What your answer means
That’s great to hear! Operational challenges in aviation are not uncommon – often extreme weather, technical faults, air traffic control measures, congested airports and the like can cause flight cancellations, diversions, missed connections and delays. While we always endeavour to minimise these disruptions; delays will occur from time to time and impact our customers. If you think you could help our customers and the whole team work better in such a situation, staying positive and proactive - this could be the place for you.
Our service teams work in rosters to provide our customers round the clock support. While working shifts can be great, it also requires flexibility as work patterns may change last minute and affect plans you have outside of work. Do you require a set routine?
I can't be sure but I think I can get used to a changing schedule.
I prefer routine, so I would have to try and get used to it.
Routine is boring! I like change and variety.
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What your answer means
As our operation requires 24/7 customer support, our customer service teams work around the clock.. While we offer a variety of flexible rosters to suit your lifestyle, you don’t always get the shifts you want and most of our customer service employees have a mix of early starts, late finishes and weekend work every month. Think about a situation you have been in which your routine is constantly changing and outside your control, and how well you coped with this unpredictability. Is this the kind of change you could learn to enjoy?
What your answer means
As our operation requires 24/7 customer support, our customer service teams work around the clock.. While we offer a variety of flexible rosters to suit your lifestyle, you don’t always get the shifts you want and most of our customer service employees have a mix of early starts, late finishes and weekend work every month. Think about a situation you have been in which your routine is constantly changing and outside your control,Consider how well you coped with this unpredictability, and whether this is something you could learn to enjoy.
What your answer means
Great! So do most of our team! As our operation requires 24/7 customer support, our customer service teams work around the clock. While we offer a variety of flexible rosters to suit your lifestyle, you don’t always get the shifts you want and most of our customer service employees have a mix of early starts, late finishes and weekend work every month. While some people find this exciting, others struggle with certain aspects over a longer period of time (e.g. jetlag, irregular sleeping patterns, being away for a number of days or missing important social / family events). Have a think about what you could do to ensure this is always the lifestyle for you!
What best describes your current career goals?
I am passionate about a career in the aviation industry
I would love nothing more than to be in a role where I can make customers happy
I want to work in a role where I am responsible for ensuring our passengers reach their destination safely and extremely happy!
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What your answer means
Great - a passion for aviation is important for all our roles! For our customer service roles, you also need enjoy dealing with people and have a passion for delivering exceptional experiences. Think about what else motivates you and how these interests fit with our different customer facing roles.
What your answer means
Great! Being motivated by making customers happy is important in all of our customer service roles. All our customer facing roles are quite different though. Think about what else motivates you and how these interests fit with our different customer facing roles. For example, if you are motivated by problem solving, you may love a role in our Global Contact Centre. Or if you would like to be responsible for ensuring passenger safety, you may prefer a cabin crew role.
What your answer means
Perfect! Ensuring both the safety and the comfort of our customers are two of the most important aspects of our cabin crew roles. If both of these motivate you, then you're likely to enjoy life as a cabin crew. If you are also motivated by travel, collaboration, problem solving - then you could be our next flight attendant!
How do you prefer to interact with people?
Face to face
I prefer to communicate over the phone or via social media
I don't mind interacting with people I know, but I am a bit shy when talking to new people.
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What your answer means
A role as a Customer Service Officer, Baggage Service Officer or cabin crew could be for you! These roles are all the face of our Airline, where a friendly smile, empathy and a personable approach can go a long way to building customer satisfaction, loyalty and ultimately increasing profitability. Think about the challenges of face-to-face interaction in a professional environment. If you have the skills required - apply now!
What your answer means
A role as a global call centre agents could be for you! These are the voice of our brand. A friendly voice, and clear, concise communication focused on responding to customers’ needs can go a long way to building customer satisfaction, loyalty and ultimately increasing profitability. Think about the challenges and opportunities associated with telephone interaction in a professional environment. If you have the skills required - apply now!
What your answer means
Our customer service employees are the face and voice of our brand. Social confidence and good communication skills are critical to building customer satisfaction and loyalty and ultimately increasing profitability. Think about whether you can overcome your feelings of discomfort and become comfortable with interacting with new people.
How comfortable are you with structure and procedures - for example being on time, following rules and wearing a uniform?
I’m comfortable following structure and procedures, but I prefer to choose what to wear for work.
I’m comfortable following structure and procedures, and I would feel very proud to wear a Cathay Group uniform.
I think I would find it challenging, but I will try to adapt.
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What your answer means
To ensure we deliver a consistently exceptional customer experience, all our customer service employees follow specific procedures and guidelines. These include reporting for duty each day on time, and according to the predefined schedule / shift. Our customer facing roles also require uniforms and strict grooming standards. However, if you prefer flexibility in terms of your dress code, you may enjoy a role in our global contact centre - as the dress code is uniform free and more relaxed.
What your answer means
Working within strict procedures and to pre-defined grooming standards are core parts of airport and cabin crew roles. You are required to report for duty on time, carrying all necessary documents with you (e.g. airport permit, passport, etc.) and be professional and presentable. Wearing our uniform makes you one of our most visible employees – both when at work and when travelling to and from work - and so we expect you to wear it with pride!
What your answer means
Working within strict procedures and to pre-defined grooming standards are core parts of airport and cabin crew roles. This includes reporting for duty on time and - as our most visible employees - wearing our uniform with pride both at work, and on your way to and from home. Think about other times when you've had to adhere to rules and be highly self disciplined, and consider how easy you might find it to adjust?
How much do you enjoy flying?
Sometimes it is a little stressful. I prefer other forms of transportation.
I like flying if I am on holidays, but I prefer to work closer to home.
I love it! My dream would be to travel as part of my job.
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What your answer means
You don’t have to work in the air to be a part of our Airline. If you find flying / travelling to be stressful, consider joining one of our customer teams at the airport or in our call centre; or explore our headquarter and regional office roles. While one of the great benefits of working for us are the heavily discounted flights, all our employees also get travel industry discounts on hotels, car rental (and so much more!) for both you and your family – so you can travel the world no matter what transport you prefer!
What your answer means
You don’t have to work in the air to be a part of our Airline. If you find flying / travelling to be stressful, consider joining one of our customer teams at the airport or in our call centre; or explore our headquarter and regional office roles. Remember that one of the great benefits of working for us is the heavily discounted standby travel tickets for both you and your family – so you can travel the world no matter what role you choose!
What your answer means
If you love flying for both work and pleasure, you will probably love life as a cabin crew. Whether you want start your day in Hong Kong and end in New York or be home in time to sleep in your own bed, our cabin crew roles at Cathay Pacific and Cathay Dragon could be your dream career. While life as a cabin crew is exciting, think about how you'd feel when you have to fly for 70 hours (5-8 flights) per month as part of your job. Remember that one of the great benefits of working for us is the heavily discounted standby travel tickets for both you and your family – so you can travel the world no matter what role you choose!
Do you enjoy meeting new people and working with people from all cultures and backgrounds?
I love meeting new people and working in diverse environments.
I prefer to work independently.
I enjoy working people that I know well.
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What your answer means
If you enjoy meeting new colleagues and form relationships quickly, you are likely to thrive in our customer service roles in the airport and in the air. You will meet new colleagues every flight / shift and have to work effectively with people you have only just met. As a cabin crew at Cathay Pacific, you may not see the same colleague on a flight for years. At Cathay Dragon the crew community is smaller, and so they tend to work together more often. Think about how you'd feel in these types of environment and which role / airline might suit you best.
What your answer means
If you prefer to work alone or focus on tasks rather than interacting with lots of people, you may be comfortable working in one of our call centers. While you will come across new faces in each shift, your success will depend more on whether you achieve your targets and assignments.
What your answer means
The shift aspect of customer service roles means that it will be less likely for you to see familiar faces at work. Nonetheless, it is still possible, particularly with roles in the airport and our call centres. In these roles, you will have a designated mentor (during training) and supervisor (post training), a people relationship team (for airport role), and are likely to be working with colleagues trained at similar time. Think about how you'd feel in this type of environment, and what you could do to build long term relationships in this situation.
What type of work environment are you attracted to?
I prefer a varied environment. The sky is the limit!
I prefer office-based settings
I would like to mix it up, some days behind a desk and some days in a varied environment.
What your answer means
As a cabin crew with us, you will fly to our vast network of destinations – giving you the opportunity to travel and experience unique cultures and attractions in cities you stay in. No two days are the same. Of course, whilst there are some exciting destinations and life-changing travel experiences to be had, our cabin crew are also responsible for the safety of our customers - so with the big opportunities come big responsibilities too!
What your answer means
Many people thrive in an office environment, enjoying the familiarity of a desk, the facilities on offer and the chance to regularly meet work friends. If this sounds like you, but you want the flexibility of shift work and love interacting with people, a role in our call centre could be perfect. You will interact with customers from all over the works from a hot desk - enjoying some stability, as well as the opportunity to meet and network with other colleagues in the same shift.
What your answer means
Our customer service officers and baggage service officers work in various locations in the airport - as a customer service officer, you could be stationed on either 'Airside' and 'Landside'; and as a baggage service officer you will be stationed at the baggage hall and luggage belt. At times, you will be based at a desk (Landside) to help customers check in, you may be working at the boarding gate (Airside) to assist our customer boarding the flight or you could be moving around the airport as you help our customers reach their destinations. This makes for quite a varied and exciting working environment for people who like to mix it up!