Customer Care Advisor III (FTC)

Cathay Pacific Airways Limited; Mumbai; On-site; INR 420,000 - 540,000; Full time

Benefits offered by this job

Travel privileges

Well-being programs

Paid leave

Uniform allowance

Job summary

Cathay Pacific Airways Limited in Mumbai is seeking a Customer Care Advisor to service and sell to customers through digital and telephone channels, building relationships and maximizing revenue while upholding service excellence.

Requirements include Graduation, strong English and local language skills, and a customer-focused, communicative, and resilient mindset. Candidates must be eligible to work in India and willing to work shifts.

Qualifications

• Graduation in any discipline is a must.
• Good command of written and spoken English and core market language (if applicable).
• Customer service-oriented attitude.
• Great communication, listening and problem-solving skills.
• Ability to work as part of a team and independently.
• Ability to work organized and focused.
• Ability to work under pressure.
• Willing to work on shifts.
• Candidates must have the legal right to live and work in India.

Responsibilities

• Provide customer service through Digital and Telephone channels globally to Cathay customers.
• Recommend travel products, fares and services and provide new booking support to customers.
• Assist customers to buy and self-serve on cathaypacific.com and mobile app.
• Meet key contact centre performance goals in customer satisfaction, quality, productivity and metrics.
• Capture every sales opportunity to improve revenue generation.

Skills

Customer service

Communication

Problem solving

Teamwork

Shift work

Education

Graduation

Job description

Cathay 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 Introduction

The Customer Care Advisor should maintain a high customer service standard when servicing and selling to customers. Build strong relationship with customers and ensure the generation of maximum revenue through direct channels. Interpret customer needs, promote Cathay services and brands via direct channels, identify sales opportunities and actively use the individual selling and customer service techniques to support, maximise and maintain revenue, whilst maintaining a focus on customer retention and service excellence.

Key Responsibilities

• Item 1 of 5, Agents to provide customer service through Digital (livechat, whatsapp, FB messenger, etc.) and Telephone channels globally to all Cathay customers. Agents to provide customer service through Digital (livechat, whatsapp, FB messenger, etc.) and Telephone channels globally to all Cathay customers.
• Item 2 of 5, Recommend travel products, fares and services and provide new booking support to customers. Recommend travel products, fares and services and provide new booking support to customers.
• Item 3 of 5, Assist customers to buy and self-serve seamlessly through our websites, cathaypacific.com and mobile application Assist customers to buy and self-serve seamlessly through our websites, cathaypacific.com and mobile application
• Item 4 of 5, Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics. Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics.
• Item 5 of 5, Capture every sales opportunity to improve revenue generations. Capture every sales opportunity to improve revenue generations.

Requirements

Academic Qualifications

Graduation in any discipline is a must

Knowledge, skills, training and experience

Good command of written and spoken English and core market language (if applicable)

Customer service-oriented attitude

Great communication, listening and problem-solving skills

Ability to work as part of a team and independently

Ability to work organized and focused

Ability to work under pressure

Willing to work on shifts

** Candidates must have the legal right to live and work in India.

https://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.

• Item 1 of 4, Travel Privileges on Cathay Pacific Airways Global Network Travel Privileges on Cathay Pacific Airways Global Network
• Item 2 of 4, Extensive well-being programs including health and employee assistance program benefits to help you stay well. Extensive well-being programs including health and employee assistance program benefits to help you stay well.
• Item 3 of 4, Paid Leave Paid Leave
• Item 4 of 4, If this position requires a uniform, a uniform allowance will be provided. If this position requires a uniform, a uniform allowance will be provided.

Personal & Application Information

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.

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.