12 Feb 2025Company DescriptionLet your passion fly! We're proud to be one of the world's leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that's straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won't be your last.It could take you anywhere. Join us and discover just how far you can go!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)
E&A
Emergency and Accident and Crisis Response responsibilities as required
Requirements
Graduate in any discipline is a minimum
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-herePersonal & 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. 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 or Data Protection Officer.