Customer Care Executive

Company Description

Let your passion fly! At Cathay Pacific Airways, we’re proud of our Hong Kong heritage and equally proud of the global, diverse workforce that makes us who we are. We are relentlessly driven to create lifetime customer loyalty, value for our shareholders and satisfaction and enrichment for our employees. We are a values driven, complex global business, but we are also a family. Regardless of job or location, we are all one team who are focused on delivering a world-class airline operation.

Role Introduction

We are looking for a highly motivated Customer Care Executive, based in Seoul, Korea to promote the Cathay Pacific service, product and brand via the direct channel and maximise direct sales opportunities as the 'voice' (phone/email/SNS) of Cathay Pacific, interpreting customer needs whilst maintaining a focus on customer retention and service excellence. The role reports to Customer Care Manager.

Key Responsibilities

Revenue Generation – Direct and Ancillary Selling

• Promote Cathay Pacific products, up-selling customers to secure higher yield and capture sales opportunities
• Up-sell / Cross-sell on an ad-hoc basis generating ancillary revenue
• Assist to develop and implement the Travel Retail Platform and non-air products as required
• Consistently promote the appropriate Cathay Pacific e-products to encourage self-service and enhance the customer experience
• Actively contribute to the team’s sales targets
  
  

Customer Handling and Servicing

• Act as the professional Contact Centre Agent to handle Travel Agent queries across various channels with a Service Straight from the Heart manner
• Be at the ‘front end’ of the business with responsibilities to serve walk-in customers as required and respond to Travel Agents queries/feedback
• Assist direct customers in travel planning, ticketing matters and provide after excellent sales service support
• Process flight disruptions and call-outs to affected customers as required
• Actively contribute to the team’s service level targets
  
  

Other

• Participate in continuous improvement projects as required
• Any other reasonable task as requested
  
  

E&A

• Emergency and Accident and Crisis Response responsibilities as required
  
  

Requirements

Academic qualifications

• University graduate
  
  

Knowledge, Skills, Training And Experience

• Travel Industry experience and knowledge of Global Distribution System (GDS), preferably Amadeus is an advantage
• Excellent telephone manner with the ability to connect and build a relationship via telephone
• Strong command of spoken and written English
• Demonstrable passion for excellent customer service in line with the brand promise
• Strong communication, listening and problem solving skills
  
  

Personal & Application Information

Application

• Cover letter both in English and Korean detailing your motivation for applying
• The latest CV both in English and Korean
  
  

Application deadline: 29 April 2024

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.