Job Description

Let your passion fly! We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open a world of opportunities for you. This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere. Join us and discover just how far you can go!

To maximise direct sales opportunities and grow direct sales revenue as the ‘voice’ (Social Messaging) of Cathay Pacific, and to supplement the Digital Sales team in completing sales transactions and generating ancillary revenue.

To promote the Cathay Pacific service, product and brand via the direct channel, interpreting customer needs whilst maintaining a focus on customer retention and service excellence.

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 contact centre agent to handle passengers’ queries across various channels professionally in a Service Straight from the Heart manner
• Be at the ‘front end’ of the business with responsibilities to serve walk-in customers and respond to passenger queries/feedback
• Assist direct customers in travel planning, ticketing matters and provide after sales service support
• Handle 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

Academic Qualifications:

• Graduate in any discipline is a minimum.

Knowledge, skills, training and experience

• Good command of written and spoken English is a must.
• 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 (including overnight shifts and weekends)

https://careers.cathaypacific.com/who-we-are/why-work-here

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

Skills Required

• Communication
• Customer Service