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.
The position plays a key role in addressing feedback in a positive and professional manner, win back our customers and restore their confidence in our products and services.
-Handle both verbal and written customer feedback in a tactful, timely and professional manner
-Liaise with other departments to handle customer feedback which require further investigation
-Support the Customer Support team in hubs and outports or other departments as required in the handling and resolution of cases
-Record customer feedback in the Customer Feedback and Compensation System in an accurate manner
-Accountable for effective use of service recovery procedures
-Communicate with relevant departments on customer feedback to review any possible remedial actions and future improvements
-Make recommendations to Customer Support Management team for improvements in operational effectiveness and customer satisfaction
-Carry out ad-hoc duties as assigned by Customer Support Management team
-University degree (related to English, Chinese or Translation an advantage)
-Experience in the customer relations field is a significant advantage. Experience in call centres or customer service is also advantageous.
-The ability to write professional business correspondence is essential
-Excellent command of both spoken and written English and Chinese
-Conversational Putonghua is an advantage
-Polished communication, negotiation and influencing skills
-Mature, with strong analytical and problem solving skills
-Excellent interpersonal skills with positive thinking and customer orientation
-Able to work under pressure and meet tight deadlines
-Good team player with an ability to work independently
-Good listening and probing skills to identify and understand the needs of the customer
-Proficient in MS Office and Chinese Word Processing
-Willing to work at weekends/public holidays on a regular basis
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