The Customer Contact Team Lead will coordinate and lead their team in providing consistent quality service to customers and maximizing revenue generation through direct selling and ancillary income to achieve their team s sales and service goals, as part of the broader Customer Care Department (CCD) performance objectives. Manage the performance of the defined team to contribute to the overall CCD results and deliver excellent service to all customers. Encourage team members to take ownership of service delivery and have their individual contributions to CX. Create an atmosphere of respect, ensure that objectives are met and deliver appropriate support to direct reports. Motivate the team and lead by example. Key Responsibilities Operational leadership Leading the team to interact with and provide consistent excellent one stop shop service to our customers. Leading the team to meet key Customer Contact performance goals in terms of customer satisfaction, quality, productivity and key performance metrics Perform regular quality checks (QA) in order to evaluate the performance of the team. Anticipate escalation and handle complex Reservations and Ticketing related inquiries or case investigations for Head office departments. Be the key point of contact for Outports on Reservations and Ticketing related issues, and provide recommendations to resolve problems. Provide support to the Customer Support team and take up customer complaint cases based on operational needs. Monitor actual operation requirements and reshuffle resources where needed. Prepare reports for operational and management analysis. Provide effective feedback to Assistant Manager. Participate in head office projects and ensure CCD s concerns are well addressed and operational needs are considered in the development phases. People Development and Performance Management Lead, support and encourage own team to achieve success Supervise and mentor direct reports, encouraging positive team spirit and effective collaboration Develop employees with high potential and identify learning opportunities to ensure appropriate training and development Maintain active and ongoing dialogue in relation to employee goals and performance Demonstrate leadership and lead by example in accordance with Cathay Pacific s core values Enhance the employee experience in line with the role level and Cathay Pacific s internal brand promise Any other reasonable task as requested E&A Emergency and Accident and Crisis Response responsibilities as required Requirements Academic qualifications Graduate in any discipline. Certification in a relevant field Knowledge, skills, training and experience Good command of written and spoken English Minimum 5 years operational experience in the customer service field Mature with excellent interpersonal and people management skills. Interested in facilitating supportive and effective team relationship. Ability to manage, train and motivate staff. Dynamic personality with a focus on customer service and motivational skills. Strong negotiation and problem solving skills. Energetic and able to work under pressure. Good organisational and time management skills. Good knowledge of Altea Reservations system ARD Willing to work on shifts (including overnight shifts and weekends)
To execute the commercial strategies for the port in order to surpass revenue targets and commercial Key Performance Indicators as well as providing fit for purpose solutions to customers. Key Responsibilities Revenue Generation Help to implement Cargo Business Plan in alignment with local cargo strategies and specified Key Performance Indicators Support the Cargo Manager(s) and coordinate with the Cargo Sales and Reservations Officers to achieve revenue target and generate ancillary revenue Assist the Cargo Manager(s) to negotiate and execute sales contracts as required Help to generate revenue with the perspective of sales channels, product sales and offline sales development Champion Cathay products and provide excellent and consistent product solutions to customers Account Management and Sales Administration Conduct regular reviews of accounts performance and seek additional revenue opportunities from each account Coordinate with the Indoor Sales Team to provide customer-centric solutions to customers Assist in setting the annual revenue budget and Cargo Business Plan as required Manage the day-to-day relationship of client-servicing with customers to support revenue generation Collect, analyse and report market conditions, trends and activities as requested Provide superb sales and customer service in all customer touch points so as to drive premium selling rates and regular business Implement programmes on e-initiatives to drive penetration of e-Bookings and other Agent Self-Service functions Any other reasonable task as requested Partnerships and External Liaisons Assist the Cargo Manager(s) to manage relationships with shippers, key industry and trade partners and associations so that the Companys interests are well represented Give recognition to, and earn the loyalty of our highest value customers, including Cargo Clan Elite members EA Emergency and Accident and Crisis Response responsibilities as required Academic Qualifications High school graduation Knowledge, Skills, Training and Experience Minimum of 2 years experience in airline cargo sales, operations or customer service Strong knowledge of airlines and international airfreight industry Knowledge of CHAMP CargoSpot System is an advantage Strong communication and client management skills Sensitive to confidential data and numbers Proven success record in setting and achieving goals Ability to work independently Proficiency in the use of Microsoft Office Systems *Candidates must have the legal right to live and work in India
To ensure the airline s direct digital channels have a competitive presence in the market, maximising online traffic and revenue generation. To manage the website(s), updating content to be locally suitable, drive local campaigns and conduct analytics to further optimise results. Key Responsibilities Digital Promotions and Campaigns Assist in devising and managing campaigns to recruit customers to the airline s contact database. Drive engagement through targeted communications. Follow up on ancillary revenue generation. Ensure prioritisation of direct digital distribution channels. Website Content and Communication Manage retailing of air and non-air offers across web and mobile platforms, driving channel-exclusive offers where appropriate. Manage quality of content published across Cathay Pacific digital channels, including brand, tone of voice, grammar, and imagery. Master Adobe Experience Manager and support publishing of quality content with good speed to market. Help ensure customer experience and brand are upheld in all content and deliverables, in consultation with stakeholders. Liaise with Head Office regularly regarding website technical developments and global updates. Analytics Use web analytics (Google Analytics) to measure performance, identify and exploit opportunities, and continually improve traffic volume and quality. Understand sales performance in direct digital channels, including share of revenue targets, route performance, and plan and measure sales contribution for air and non-air products. Systematic analytics and reporting on website-specific data to provide recommendations for enhancements. Search Engine Marketing and Search Engine Optimisation Consult on regional performance of SEM and SEO (for always-on marketing). Manage SEM/programmatic for tactical or integrated marketing campaigns. Retailing Tools and Platforms Brief and lobby Digital Retail counterparts in Hong Kong for enhancements of current functionality or future developments of the toolset, including payment options, tactical and campaign tools, content and marketing asset provision, translation training. Benchmarking Conduct competitor analysis of pricing and ensure digital channel pricing and proposition are competitive both on and offline. Actively share learning and best practice with other Outports and leverage work done by other Outports when fit for purpose. Monitor marketing strategies used by competitors and industry leaders and make recommendations to enhance our presence and revenue generation. Academic Qualifications Graduation in any discipline is a must Knowledge, Skills, Training and Experience 5+ years experience in a similar role A strong understanding of how Search Engine Marketing and Optimisation works, preferably with a junior developer or similar IT training/experience Experience of working in a similar digital or e-commerce role A demonstrable passion for digital and commerce Strong literacy skills, including copywriting and the ability to adhere to brand and tone of voice Strong numeracy skills and experience of working with data to tell a story Familiarity with digital tools including Adobe Experience Manager and Google Analytics Adapts to and embraces constant change Benefits Travel Privileges on Cathay Pacific Airways Global Network Extensive we'll-being programs including health and employee assistance program benefits to help you stay we'll. Paid Leave If this position requires a uniform, a uniform allowance will be provided.
Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, Cargo business like Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries. Cathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world s leading international aviation centres. Join us and discover just how far you can go! Role Introduction To develop and execute local marketing campaigns to boost traffic and increase direct sales revenue to achieve and exceed target. Key Responsibilities Revenue Generation and Campaigns Adapt Head Office campaigns to be effective in the local market Ensure effectiveness of local campaigns by checking local language and cultural considerations to achieve the desired result Actively leverage local contacts, insights and opportunities to drive additional revenue, develop new fare products, and segments Actively promote ancillary features to generate additional revenue Partnerships Build and maintain partnerships aligned with the global partnerships strategy to promote fares and ancillary revenue Partner with local agencies to deliver campaign concepts through to production, execution including analysing the results and identifying areas for improvement Insights Gathering, Reporting and Collateral Provide the regional team with insights into regional monthly competitive intelligence on major news Raise local marketing collateral requirements to the Regional Head Ensure stock and orders of collateral is maintained to appropriate levels Agency Management Prepare marketing briefs for local marketing materials / needs Loyalty Devise and execute regional membership recruitment campaigns (Marco Polo, Asia Miles, Registered Users) aligned with Head Office initiatives Social Media Assist to manage the social media content strategy and report on engagement and performance of social channels as required Requirements Academic Qualifications Graduation in any discipline is a must Certification in a Marketing would be an advantage Knowledge, Skills, Training and Experience At least two years recent experience in a marketing field Fluent in spoken and written English and local language (if applicable) Experience in leading a team to success in a target driven environment Ability to work under pressure and to tight deadlines, ensuring speed to market whilst maintaining quality of work Capable of working on multiple projects simultaneously Communications style is naturally aligned with Cathay Pacifics style Ability to cope with constant change 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. Travel Privileges on Cathay Pacific Airways Global Network Extensive well-being programs including health and employee assistance program benefits to help you stay well. Paid Leave If this position requires a uniform, a uniform allowance will be provided.
Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, Cargo business like Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries. Cathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world s leading international aviation centres. Join us and discover just how far you can go! Role Introduction This role supports Cathays Tax and Company law related compliance (around 60-70% of the role), financial operations and decision partnering across SAMEA (South Asia, Middle East and Africa) which comprises majorly of India, Nepal, Sri Lanka, Bangladesh, Middle East, and South Africa. The role will have a strong emphasis on Tax Compliance and Advisory, while ensuring smooth transactional finance services and active involvement with the various Business teams across SAMEA for Business/Decision Partnering. A key mandate is to drive automation and LEAN processes using AI and digital tools to create an efficient, future-ready finance function. Key Responsibilities Tax Compliance & Advisory Provide expert guidance on Direct and Indirect taxation (Income tax, VAT/GST, customs, service tax) across SAMEA jurisdictions. Ensure all payments of statutory dues are made on time. Coordinate timely tax filings, assessments, audits, and reconciliations in liaison with in-country teams and external advisors with various teams. Track and assist in closing ongoing tax assessments, audits, and regulatory queries including legacy matters for SAMEA. Assist in maintaining compliance with Companies Acts, Central Bank, and Exchange Control regulations (FEMA, FX remittances, repatriations) independently or with the help of consultants/advisors. Interpret aviation-specific regulations (airport levies, different taxes, service charges) and translate them into actionable strategies and support Business teams to implement the same. Support transfer pricing policies, intercompany agreements, and international tax planning. Review contracts for applicable tax clauses and advise changes to the same, negotiate with Partners for the same for the interest of Cathay. Stay abreast of regional tax, compliance and regulatory developments and local and HQ finance teams informed of the impact on Cathay business Lead audit readiness and government inspection responses to ensure clean closures. Prepare and update a regional compliance calendar/dashboard, escalating issues proactively. Business / Decision Partnering Serve as a trusted finance advisor to commercial, operations, and airport teams, enabling data-driven decision-making. Integrate financial insights into cross-functional initiatives across People, Travel, Cargo, Engineering, IT, and Airports teams. Evaluate and support business cases for submission to Regional or Head Office, ensuring governance, cost control, and tax risk mitigation. Oversee contract approvals and expenditure authorizations in alignment with Group policies. Monitor adherence to internal controls, asset safeguarding, and risk management protocols. Operational Finance & Process Excellence Drive automation initiatives including AI-based reconciliations, invoice digitization, and predictive collections. Oversee A/R (customers) and A/P (vendors) processes and teams, ensuring accuracy, timeliness, timely reconciliations and maintaining cordial working relationships with them. Review and manage BSP and CASS processes with precision and timeliness and monitor GSA operations and settlement cycles for compliance and performance. Collaborate with shared service centres (GBS) and outsourced partners to ensure SLA adherence and operational efficiency. Ensure timely execution of core finance operations, including month-end close (WD+2), financial reporting, budgeting & forecasting, cost control, treasury & cash management, agent collections, payroll, supplier payments, and overall financial administration. Requirements Academic Qualifications Bachelor of Commerce / Finance (3-year degree) Chartered Accountant Knowledge, Skills, Training and Experience Chartered Accountant with 8 12 years of post-qualification experience preferably in the airline/travel/aviation industry and with experience of dealing with regional tax matters and proven expertise in multi-country taxation Strong understanding / knowledge of IATA BSP, CASS, and GSA models/processes. Exposure to AI/digital transformation projects in finance (automation, analytics, robotic process automation preferred). Experience with large ERP Planning financial systems like SAP preferred. Minimum of 6-8 years experience in leading a high-performance team A good team player with strong interpersonal skills and can interact with all levels within the organisation and region Demonstrable experience in improving current work practices and implementing new ideas with superior written, oral communication & cross-cultural collaboration, problem-solving skills. Strong ability to multi-task and deliver high-quality results within tight deadlines *Candidates must have the legal right to live and work in India. Benefits 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. Travel Privileges on Cathay Pacific Airways Global Network Extensive well-being programs including health and employee assistance program benefits to help you stay well. Paid Leave 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. 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. We thank all candidates for your interest in Cathay, and regret that only shortlisted candidates will be notified. 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. Share ico ico
Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, Cargo business like Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries. Cathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world s leading international aviation centres. Join us and discover just how far you can go! 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 Agents to provide customer service through Digital (livechat, whatsapp, FB messenger, etc.) and Telephone channels globally to all Cathay customers. Recommend travel products, fares and services and provide new booking support to customers. Assist customers to buy and self-serve seamlessly through our websites, cathaypacific.com and mobile application Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics. Capture every sales opportunity to improve revenue generations. Requirements 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 holding a valid TOEIC score of 325 for both reading and listening, or a valid IELTS (Academic) result with an overall Band Score of 6.0 or above, will be an added advantage Benefits 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. Travel Privileges on Cathay Pacific Airways Global Network Extensive well-being programs including health and employee assistance program benefits to help you stay well. Paid Leave 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. Share ico ico
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