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Customer Care Advisor (Call Channel/Chat Channel)

Cathay Pacific
Hong Kong
Full time
20 days ago

Join now and be eligible to get a New Joiner Incentive of HK$ 12,000*

Move Beyond with us together!

Your Overall Package:

  • 5 Day Working Week with Flexible Patterns
  • Clear and Structured Progression Path From Day 1
  • Discounted Travel For You & Your Family
  • Flexible Benefits At Your Control
  • Flexible Retirement Schemes

 Your Journey With Us:

Reports to: Customer Contact Team Lead

As a Customer Care Advisor, you will be the brand ambassador to connect our customers and deliver high-quality service through various digital channels, including LiveChat, WhatsApp, and telephone.

Diverse Roles and Responsibilities with assignment to one of our dedicated teams upon joining:

Fulfilment Team

  • Assist with ticketing, membership benefits, and administration
  • Handle communications with customers, including OneWorld partners
  • Manage exceptional ticket calls, improve booking quality, and handle hotel requests
  • Address medical cases and special requests

Call & Digital Channel

  • Recommend travel products and provide after-sales support
  • Support global Customer Contact teams
  • Ensure seamless online purchases and resolve disservice situations
  • Achieve contact center performance goals and maximize revenue

High Tiers Membership Team

  • Manage member relationships and maximize revenue
  • Handle member flight bookings and provide pre/post-flight services
  • Address complaints, anticipate escalations, and provide solutions and compensation

Key Capabilities:

  • Right to work in Hong Kong
  • Minimum age of 18
  • Strong command of English (written and spoken)
  • Fluent in Cantonese, Mandarin (spoken)
  • Customer service-oriented attitude
  • Good interpersonal and problem-solving skills
  • Proficient in PC operation
  • Flexible availability for shifts, including overnights, weekends, and public holidays

Your Upgrades:

Join our team to embark on a promising and structured career path within our dynamic Customer Care Department. From entry-level to management roles, we provide opportunities for growth, skill enhancement, and leadership development –

Customer Care Advisor (III, II, I) >Senior Customer Care Advisor > Customer Contact Team Lead > Assistant Manager, Customer Contact > Customer Contact Manager

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.

*Terms and Conditions Apply.

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