Customer Care Advisor

Purpose

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.

Qualifications/Experience Academic Qualifications

• Graduation in any discipline is a must Knowledge, skills, training and experience

• 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