Customer Support Executive

Role Introduction

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 disciplineBachelor'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 advantageExperience 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 correspondenceExcellent 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 advantageStrong 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 effectivelyExcellent 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 skillsMature, customer-oriented, and positive-minded, with strong interpersonal skills
• Item 7 of 10, Strong analytical thinking, problem-solving abilities, and sound judgmentStrong analytical thinking, problem-solving abilities, and sound judgment
• Item 8 of 10, Able to work independently as well as collaboratively in a team environmentAble to work independently as well as collaboratively in a team environment
• Item 9 of 10, Proficient in Microsoft Office applications and Chinese Word ProcessingProficient 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 holidaysAble to work under pressure, meet tight deadlines, and work regularly on weekends and public holidays

Personal & Application Information

Equal Opportunity

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

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