Customer Support Executive

Cathay Pacific Airways Limited; Hong Kong; On-site; HKD 180,000 - 300,000; Full time

Job summary

Cathay Pacific Airways Limited is seeking a responsive customer care professional to address feedback in a positive and professional manner, rebuild customer confidence, and win back valued customers by restoring trust in our products and services.

You will collaborate with other departments to investigate issues, document feedback, and support service recovery initiatives while delivering clear, courteous communication under pressure.

Qualifications

• Bachelor's degree in English, Chinese, Translation or related discipline
• Experience in customer relations or customer service/call centre operations preferred
• Excellent business writing skills for professional correspondence
• Strong command of English and Chinese; Putonghua a plus
• Excellent communication, negotiation, listening and probing skills to understand customer needs
• Mature, customer-oriented, positive-minded with strong interpersonal skills
• Strong analytical thinking, problem-solving abilities and sound judgment
• Able to work independently and in a team
• Proficient in Microsoft Office and Chinese Word Processing
• Able to work under pressure and meet tight deadlines, including weekends and public holidays

Responsibilities

• Address customer feedback in a positive and professional manner
• Liaise with other departments to handle feedback requiring further investigation
• Support the Customer Support team in hubs and other areas as required
• Record feedback in the Customer Feedback and Compensation System accurately
• Be accountable for effective use of service recovery procedures
• Communicate with relevant departments to review remedial actions and improvements
• Make recommendations for operational improvements to customer satisfaction
• Carry out ad-hoc duties as assigned by Customer Support Management

Skills

Customer relations

Business writing

English & Chinese

Interpersonal skills

Analytical thinking

Time management

Education

Bachelor's degree (English/Chinese/Translation)

Tools

Microsoft Office

Chinese Word Processing

Job description

In this role, you will be responsible for addressing customer feedback in a positive and professional manner, rebuilding customer confidence, and winning back valued customers by restoring trust in our products and services.

Key Responsibilities

• Item 1 of 8, Handle both verbal and written customer feedback in a tactful, timely and professional manner
• Item 2 of 8, Liaise with other departments to handle customer feedback which require further investigation
• Item 3 of 8, Support the Customer Support team in hubs and outports or other departments as required in the handling and resolution of cases
• Item 4 of 8, Record customer feedback in the Customer Feedback and Compensation System in an accurate manner
• Item 5 of 8, Accountable for effective use of service recovery procedures
• Item 6 of 8, Communicate with relevant departments on customer feedback to review any possible remedial actions and future improvements
• Item 7 of 8, Make recommendations to Customer Support Management team for improvements in operational effectiveness and customer satisfaction
• Item 8 of 8, Carry out ad-hoc duties as assigned by Customer Support Management team

Requirements

• Item 1 of 10, Bachelor's degree, preferably in English, Chinese, Translation, or a related discipline Bachelor's degree, preferably in English, Chinese, Translation, or a related discipline
• Item 2 of 10, Experience in customer relations is highly preferred; experience in customer service or call centre operations is an advantage Experience in customer relations is highly preferred; experience in customer service or call centre operations is an advantage
• Item 3 of 10, Excellent business writing skills with the ability to prepare professional correspondence Excellent business writing skills with the ability to prepare professional correspondence
• Item 4 of 10, Strong command of spoken and written English and Chinese; conversational Putonghua is an advantage Strong command of spoken and written English and Chinese; conversational Putonghua is an advantage
• Item 5 of 10, Excellent communication, negotiation, influencing, listening, and probing skills to understand customer needs effectively Excellent communication, negotiation, influencing, listening, and probing skills to understand customer needs effectively
• Item 6 of 10, Mature, customer-oriented, and positive-minded, with strong interpersonal skills Mature, customer-oriented, and positive-minded, with strong interpersonal skills
• Item 7 of 10, Strong analytical thinking, problem-solving abilities, and sound judgment Strong analytical thinking, problem-solving abilities, and sound judgment
• Item 8 of 10, Able to work independently as well as collaboratively in a team environment Able to work independently as well as collaboratively in a team environment
• Item 9 of 10, Proficient in Microsoft Office applications and Chinese Word Processing Proficient in Microsoft Office applications and Chinese Word Processing
• Item 10 of 10, Able to work under pressure, meet tight deadlines, and work regularly on weekends and public holidays Able to work under pressure, meet tight deadlines, and work regularly on weekends and public holidays

Personal & Application Information

Cathay Pacific is committed to fostering an environment that values Diversity, Equity, Inclusion and Belonging. As an equal opportunity employer, we are committed to attracting and hiring qualified individuals from diverse backgrounds, experiences and abilities. We strive to create a respectful, inclusive workplace free from discrimination, harassment and bullying.

Privacy

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.