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Contact Centre - Customer Care Advisor - Social Media

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Job ref no.: SDG
Posted on 13d ago
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Contact Centre - Customer Care Advisor - Social Media

Cathay Pacific Airways Ltd
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    • Job Highlights

    • Engage with customers on social media platform
    • Bachelor Degree in Communications/ Public Relations
    • Travel Benefit, 5-day work, Medical Benefits
    Reports to: Customer Contact Team Lead
    This role is part of a global team in our Customer Care Department who are dedicated to provide peace of mind and build lifetime relationships through world class customer care.    
     
    As the Customer Care Advisor, you should achieve the highest customer service standards when servicing and selling to customers. You will responsible to engage with customers on social media, including but not limited to Facebook and X (Twitter), to build the strong image of Cathay
    **Promising and Structured Career Development Steps in Customer Care Department**
    Customer Care Advisor (III, II, I) > Senior Customer Care Advisor > Customer Contact Team Lead > Assistant Manager Customer Contact > Customer Contact Manager
    Key Responsibilities
    • Engage with clients on social networking platforms to enhance Cathay's brand reputation
    • Provide one-stop-shop customer service through all Digital (Live chat, WhatsApp, Facebook Messenger, etc.) and Telephone channels Recommend travel products, fares and services and provide after-sales support to customers
    • Assist customers to buy and self-serve seamlessly through our websites and mobile application
    • Handle reservation and ticketing issuance, re-issuance for travel plan alteration upgrades for the airline’s loyalty and frequent flyer member
    • Assist customer to resolve disservice situations e.g., determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularity occur
    • Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics
    • Capture every sales opportunity to improve revenue generations
    • Respond to feedback and general enquiries from worldwide 24 x 7
    • Support Customer Contact teams around the world when required
    Requirements
    • Right to work in Hong Kong
    • Minimum age of 18
    • Bachelor Degree in Communications/ Public Relations
    • Good command of written and spoken English. Proficiency of spoken Cantonese and Putonghua 
    • Fresh graduates are welcome. Minimum of 1-2 years digital platform handling experience would be an advantage
    • Proficiency in PC operation
    • Customer service-oriented attitude with good communication and problem solving skills
    • Good team player with an ability to work independently
    • Ability to work organized and focused
    • Ability to work under pressure
    • Flexibility to work on shift schedules (including overnight, weekend, and public holidays)  
    Benefits
    • Being part of a world-class service brand to be proud of
    • Roster based on a 5-day working week with flexible shift patterns to suit different lifestyles
    • World-class training and structured career progression path
    • A safe and collaborative working environment which embraces a diverse and inclusive culture
    • Extensive medical coverage & insurance scheme for you and your dependents
    • Flexible retirement scheme 
    • Discounted travel across many airlines for you and your family
    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.
    For any frontline recruitment related enquiries, please reach out to us by Whatsapp +852 2747 2298 / 對我們前線職位有興趣者 請聯絡Whatsapp招聘熱線: 2747 2298 查詢
    Apply Now

    Skills

    More Information

    Job ref no.SDG
    SalaryN/A (Search your salary info in SalaryCheck)
    Benefit
    • 5-day week
    • Dental plan
    • Flexible working hours
    • Insurance plan
    • Medical plan
    • Paid overtime
    Job Function
    Work Model
    • On-site / At the workplace
    Industry
    Employment Term
    • Full-time
    Experience
    • 0 year - 2 years
    Career Level
    • Entry level
    Education
    • Degree
    • Asso. Deg or High Dip
    • Diploma or equivalent
    Overview
    Cathay Pacific Airways is an international airline registered and based in Hong Kong, flying to over 190 destinations around the world.

    We are proud of our home Hong Kong, where the company was founded in 1946. Our corporate headquarters are located at Hong Kong International Airport. We employ over 21,000 people worldwide.

    We are also a founding member of the oneworld global alliance whose combined network serves over 750 destinations worldwide.

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