Customer Support Officer
At Cathay Pacific, we share one common aspiration: to be the world's best airline. We believe in looking for the best in our people, in working as a team, in doing the right thing by our shareholders and our communities.
With a global team, we offer a diverse range of career choices and opportunities - in the air, on the ground; in customer service, in the office; managerial or professional roles. Our team of great people each plays a key role to deliver the quality service that we are famous for.
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Location: Hong Kong
Role Introduction
Reports to: Assistant Manager, Customer Support
This role is to provide general administration and telephonic support to the department.
Role Introduction
Reports to: Assistant Manager, Customer Support
This role is to provide general administration and telephonic support to the department.
Responsibilities
- Administration
Perform general clerical duties
Handle incoming / outgoing / returned / registered mail
Customer Feedback and Compensation System; queue management, scan and verify customer cases, case sorting and offline case creation
Report and follow up on system / robot failures
Manage the Customer Support group email account for incoming cases
Data entry and filing
Scanning of documents
Inventory for accountable documents, stationery and gift items
Disposal of confidential documents
Set up meeting room for operational meetings
Support Customer Support Outport representatives as required
Ad hoc duties assigned by Customer Support Management team
-
Assist with Customer Care
Respond to verbal and written enquiries received from customers
Manage the Customer Support mini hotline - and take accurate messages, handle various customer situations
Liaise with various line departments for case investigation or reroute cases for their handling
Handle service recovery and fulfilment for customers e.g. vouchers, cheques and auto mileage crediting
Handle and prepare correspondence response for non-complaint cases to customers
Prepare flight certificates for customers
Status checking for ticket refunds
Prepare daily reports (SLA and Productivity)
Perform general clerical duties
Handle incoming / outgoing / returned / registered mail
Customer Feedback and Compensation System; queue management, scan and verify customer cases, case sorting and offline case creation
Report and follow up on system / robot failures
Manage the Customer Support group email account for incoming cases
Data entry and filing
Scanning of documents
Inventory for accountable documents, stationery and gift items
Disposal of confidential documents
Set up meeting room for operational meetings
Support Customer Support Outport representatives as required
Ad hoc duties assigned by Customer Support Management team
-
Assist with Customer Care
Respond to verbal and written enquiries received from customers
Manage the Customer Support mini hotline - and take accurate messages, handle various customer situations
Liaise with various line departments for case investigation or reroute cases for their handling
Handle service recovery and fulfilment for customers e.g. vouchers, cheques and auto mileage crediting
Handle and prepare correspondence response for non-complaint cases to customers
Prepare flight certificates for customers
Status checking for ticket refunds
Prepare daily reports (SLA and Productivity)
Requirements
- 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 as and when required
- 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 as and when required
Salary
Negotiable
Benefits
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Location
Validity
Expired