Customer Support Executive

Role Introduction

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

Handle both verbal and written customer feedback in a tactful, timely and professional manner

Liaise with other departments to handle customer feedback which require further investigation

Support the Customer Support team in hubs and outports or other departments as required in the handling and resolution of cases

Record customer feedback in the Customer Feedback and Compensation System in an accurate manner

Accountable for effective use of service recovery procedures

Communicate with relevant departments on customer feedback to review any possible remedial actions and future improvements

Make recommendations to Customer Support Management team for improvements in operational effectiveness and customer satisfaction

Carry out ad-hoc duties as assigned by Customer Support Management team

Requirements

Bachelor's degree, preferably in English, Chinese, Translation, or a related discipline

Experience in customer relations is highly preferred; experience in customer service or call centre operations is an advantage

Excellent business writing skills with the ability to prepare professional correspondence

Strong command of spoken and written English and Chinese; conversational Putonghua is an advantage

Excellent communication, negotiation, influencing, listening, and probing skills to understand customer needs effectively

Mature, customer-oriented, and positive-minded, with strong interpersonal skills

Strong analytical thinking, problem-solving abilities, and sound judgment

Able to work independently as well as collaboratively in a team environment

Proficient in Microsoft Office applications and Chinese Word Processing

Able 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

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.