Company DescriptionCathay is a premium travel lifestyle brand based in Hong Kong, bringing people closer to the places, experiences and opportunities that matter to them. Our purpose — to move people forward in life — begins with our own people.
Across our airlines, cargo and lifestyle businesses, it is our people who turn journeys into experiences and ambition into progress. Joining Cathay means being part of a global and inclusive community, driven by thoughtful care, progressive attitude and a can-do spirit — and supported to grow through a meaningful career that moves with you.
If you are seeking an opportunity to take flight, let your ambitions propel you higher and further. Make Your Career Move, together with Cathay.
Role IntroductionThis role is to provide general administration and telephonic support to the department
Key ResponsibilitiesAdministration
• Perform general clerical duties
• Handle incoming / outgoing / returned / registered mail
• Customer Feedback and Compensation System; queue management, scan and verify customer cases, case sorting and offline case creation
• Report and follow up on system / robot failures
• Manage the Customer Support group email account for incoming cases
• Data entry and filing
• Scanning of documents
• Inventory for accountable documents, stationery and gift items
• Disposal of confidential documents
• Set up meeting room for operational meetings
• Support Customer Support Outport representatives as required
• Ad hoc duties assigned by Customer Support Management team
Assist with Customer Care
• Respond to verbal and written enquiries received from customers
• Manage the Customer Support mini hotline - and take accurate messages, handle various customer situations
• Liaise with various line departments for case investigation or reroute cases for their handling
• Handle service recovery and fulfilment for customers e.g. vouchers, cheques and auto mileage crediting
• Handle and prepare correspondence response for non-complaint cases to customers
• Prepare flight certificates for customers
• Status checking for ticket refunds
• Prepare daily reports (SLA and Productivity)
RequirementsAcademic Qualifications
• Graduate in any discipline is a minimum
Knowledge, skills, training and experience
• Good command of written and spoken English
• Proficient in MS Office
• Customer focused
• Good listening and comprehension skills
• Attention to details is essential
• Professional phone etiquette. Call Centre/customer service experience is an advantage.
• Able to handle challenging situations
• Organised and can work well under pressure. Good time management
• Good team player and able to work independently
• Willing to work in 24x7 shifts
Benefitshttps://careers.cathaypacific.com/who-we-are/why-work-here
Cathay is proud to offer eligible employees competitive compensation & benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.
Travel Privileges on Cathay Pacific Airways Global Network
Extensive well-being programs including health and employee assistance program benefits to help you stay well.
Paid Leave
If this position requires a uniform, a uniform allowance will be provided.
Personal & Application InformationCathay 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.
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.
We thank all candidates for your interest in Cathay, and regret that only shortlisted candidates will be notified. Candidates not notified within eight weeks may consider their application unsuccessful.
All job opportunities are published exclusively on our official website. We advise applicants not to apply through or respond to any third-party websites or domains. Kindly exercise caution and avoid unsolicited offers from unofficial sources.
