Role Introduction
- Reports to: Customer Contact Team Lead
- Managing a dedicated portfolio of High Value Cathay Members (HVMs)
- Grow customer relationships through reaching out to customers at key customer journey moments
- The role focuses on building strong relationships with HVMs
- Driving loyalty and enhancing member satisfaction
- Identifying opportunities for portfolio growth
- Proactive and personalised virtual engagement
- Delivers a premium, concierge-like service experience
Key Responsibilities
- Portfolio Management & Relationship Building: Manage and nurture portfolio of HVMs through tailored engagement, trust-building, and portfolio monitoring
- Ability to build revenue and drive growth from existing portfolio and nurture new customers
- Proactive Member Engagement: Anticipate member needs using insights and behavioural data; provide personalised recommendations and support throughout the journey
- Case Handling & Service Excellence: Resolve moderately complex cases independently with accuracy, ownership, and professional documentation
- Managing complaints from high value members independently
- Act as key role to deal with complex complaints and scenarios that require out of the box thinking and solutions
- Make recommendations to Customer Contact Management team for improvements in operational effectiveness and customer satisfaction
- Cross-Team Collaboration & Stakeholder Engagement: Liaise with other departments - CCD teams, CRR teams, and cross-functional units to deliver seamless support and share portfolio insights
- Operational Discipline & Growth KPIs: Achieve KPIs across service quality, engagement, NPS, and operational compliance, while contributing to growth KPIs. Effective use of customer contact procedures
Requirements
- Right to work in Hong Kong
- Minimum age of 18
- Minimum 2 years of experience in managing high-value, premium, or top-tier customer segments within aviation, loyalty, travel, hospitality, or other service-led consumer industries
- Demonstrated ability to retain, grow, and maximise the value of an assigned customer portfolio, balancing commercial objectives with exceptional service outcomes
- Experience leveraging customer insights, behavioural data, and journey signals to deliver proactive, tailored engagement and personalised solutions
- Proven capability in handling sensitive, high-impact service scenarios and escalations, exercising sound judgement, empathy, and discretion while protecting the Cathay brand
- Experience in service recovery and complaint resolution for complex or non-standard cases, including those requiring policy interpretation or creative problem-solving
- Strong exposure to working within a matrixed, multi-stakeholder environment, collaborating across customer care, operations, and commercial functions to deliver seamless end-to-end member experiences
- Experience using CRM systems, service platforms, or customer engagement tools to manage cases, portfolio activity, and documentation with accuracy and discipline
- Ability to operate effectively in a dynamic, fast-paced environment, demonstrating resilience, adaptability, and a positive mindset during periods of change
- Experience contributing to continuous improvement initiatives, sharing insights and best practices to enhance service quality, customer experience, or operational effectiveness
- Exposure to a premium service or concierge-style operating model, with a strong understanding of the expectations of high-value customers
- Less experienced candidates will be considered as Customer Care Advisor
Benefits
- World-class training and structured career progression path
- A safe and collaborative working environment which embraces a diverse and inclusive culture
- Medical coverage & other flexible benefits
- Flexible retirement scheme
- Discounted travel for you and your family
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.
