Role Introduction
Reports to: Assistant Manager Customer Relations
You will be part of our Customer Care Department, which play a vital role in delivering exceptional customer service. Your primary responsibility will be to engage with customers across multiple digital channels, ensuring their needs are met while promoting Cathay's services.
As a Customer Support Executive, you will have the opportunity to build lasting relationships with our customers and contribute to their positive experiences, leading to increased trust and loyalty.
Through this role, you will develop your skills in customer engagement and service recovery, making a meaningful impact on our customers’ journeys. With a structured career progression plan in a dynamic team environment, you will be instrumental in driving customer satisfaction and operational excellence.
Key Responsibilities
- 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
Requirements
- 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
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
