Customer Care Advisor (Call Channel / Chat Channel)
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.
Highlight
The Customer Care Advisor should achieve the highest customer service standards when servicing and selling to customers.
Build strong relationship with customers and ensure the generation of maximum revenue through direct channels.
Interpret customer needs, promote Cathay Pacific (CX) services and brands via direct channels, identify sales opportunities and actively use the individual selling and customer service techniques to support, maximise and maintain revenue, whilst maintaining a focus on customer retention and service excellence.
**Promising and Structured Career Development Steps in Customer Care Department**
- Customer Care Advisor (III, II, I)
- Senior Customer Care Advisor
- Customer Contact Team Lead
- Assistant Manager Customer Contact
- Customer Contact Manager
Join now and be eligible to get a New Joiner Incentive of HK$ 12,000*.
Build strong relationship with customers and ensure the generation of maximum revenue through direct channels.
Interpret customer needs, promote Cathay Pacific (CX) services and brands via direct channels, identify sales opportunities and actively use the individual selling and customer service techniques to support, maximise and maintain revenue, whilst maintaining a focus on customer retention and service excellence.
**Promising and Structured Career Development Steps in Customer Care Department**
- Customer Care Advisor (III, II, I)
- Senior Customer Care Advisor
- Customer Contact Team Lead
- Assistant Manager Customer Contact
- Customer Contact Manager
Join now and be eligible to get a New Joiner Incentive of HK$ 12,000*.
Responsibilities
- Agents to provide one-stop-shop customer service through all Digital (livechat, WhatsApp, FB messenger, etc.) and Telephone channels across CX, MPO and AML
- Recommend travel products, fares and services and provide after-sales support to customers
- Assist customers to reserve and make alteration of travel plans (ticket re-issuance)
- Support Customer Contact teams around the world when required
- Assist customers to buy and self-serve seamlessly through our websites, cathaypacific.com and mobile application
- Handle reservation and ticketing issuance, re-issuance, upgrades for the airline’s loyalty and frequent flyer member
- Assist customer to resolve disservice situations e.g., determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularity occur
- Respond to feedback and general enquiries from worldwide 24 x 7
- Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics
- Capture every sales opportunity to improve revenue generations
- Recommend travel products, fares and services and provide after-sales support to customers
- Assist customers to reserve and make alteration of travel plans (ticket re-issuance)
- Support Customer Contact teams around the world when required
- Assist customers to buy and self-serve seamlessly through our websites, cathaypacific.com and mobile application
- Handle reservation and ticketing issuance, re-issuance, upgrades for the airline’s loyalty and frequent flyer member
- Assist customer to resolve disservice situations e.g., determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularity occur
- Respond to feedback and general enquiries from worldwide 24 x 7
- Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics
- Capture every sales opportunity to improve revenue generations
Requirements
- Right to work in Hong Kong
- Minimum age of 18
- Good command of written and spoken English
- Good spoken in Cantonese and Mandarin
- Proficiency in PC operation
- Customer service oriented attitude
- Great communication, listening and problem solving skills
- Ability to work as part of a team and independently
- Ability to work organized and focused
- Ability to work under pressure
- Minimum age of 18
- Good command of written and spoken English
- Good spoken in Cantonese and Mandarin
- Proficiency in PC operation
- Customer service oriented attitude
- Great communication, listening and problem solving skills
- Ability to work as part of a team and independently
- Ability to work organized and focused
- Ability to work under pressure
Salary
Negotiable
Location
Validity
Expired