Customer Care Advisor Ii

Company Description
Let your passion fly!
We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart.
All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you.
This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere.
Join us and discover just how far you can go!
Role Introduction

• The Customer Care Advisor should maintain a high customer service standard when servicing and selling to customers.
• Interpret customer needs, promote Cathay 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.
• Build strong relationship with customers and ensure the generation of maximum revenue through direct channels.

Key Responsibilities

• Support all sales & marketing related activities.
• Provide “one-stop-shop” customer service across Cathay from telephone, digital, and email channels
• Identifying operational issues and suggest possible improvements
• Assist customers including direct corporate clients to reserve and make alteration of travel plans (ticket re-issuance)
• Build, establish and maintain open lines of communication with agents, peers, executives, managers, business partners and other areas of the company to facilitate routine operation and problem solving.
• Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics.
• Handle queue with all the related follow up with supervision
• Assist customer to resolve disservice situations e.g. determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularity occur
• Recommend travel products, fares and services and provide after-sales support to customers.
• Any other CCD related duties as assigned by direct appraiser
• Provide customer service through telephone, digital, and email globally to all Cathay customers
• Handle locally on refund process and report to GGT or local FIN team for bank-in (CASH) payment received
• Capture every sales opportunity to improve revenue generations
• Provide ticketing support to port airport team
• Assist customers to buy and self-serve seamlessly through our websites, cathaypacific.com and mobile application
• Provide the B2B support and ensure that all queries are handled promptly and in a timely manner.

Requirements

• 0 – 1 year of relevant experience
• Customer service-oriented attitude
• Ability to work under pressure
• Ability to work organized and focused
• Good command of written and spoken English and the core market language.
• Ability to work as part of a team and independently
• Great communication, listening and problem solving skills

Benefits

• Be part of the Cathay Pacific family and join a dynamic team culture working for one of the world’s Top Global Airlines.
• Fly high with career development opportunities to diversify your skills and experience within the Cathay Pacific family.
• Make the most of your leave and take advantage of travel industry discounts including airfares, hotels, tours and car hire.

Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer.
Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only.
Candidates not notified within eight weeks may consider their application unsuccessful.
All related information will be kept in our file for up to 24 months.
A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.