Customer Care Advisor

Key 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

Requirements:

-Right to work in Hong Kong

-Minimum age of 18

-Good command of written and spoken English

-Good spoken in Cantonese and Putonghua

-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