Role Introduction
Reports to : Assistant Manager Customer Support
You will be responsible for providing general administration and telephonic support to the department.
Key Responsibilities
Administration
- Perform general clerical duties
- Handle incoming / outgoing / returned / registered mail
- Customer Feedback and Compensation System; queue management, scan and verify customer cases, case sorting and offline case creation
- Report and follow up on system / robot failures
- Manage the Customer Support group email account for incoming cases
- Inventory for accountable documents, stationery and gift items
- Disposal of confidential documents
- Set up meeting room for operational meetings
- Support Customer Support Outport representatives as required
Assist with Customer Care
- Respond to verbal and written enquiries received from customers
- Manage the Customer Support mini hotline - and take accurate messages, handle various customer situations
- Liaise with various line departments for case investigation or reroute cases for their handling
- Handle service recovery and fulfilment for customers e.g. vouchers, cheques and auto mileage crediting
- Handle and prepare correspondence response for non-complaint cases to customers
- Prepare flight certificates for customers and Status checking for ticket refunds
- Prepare daily reports (SLA and Productivity)
Requirements
- Minimum HKCEE / HKDSE qualifications, with at least 5 subjects passed including English and Chinese language, or equivalent
- Good command of written and spoken English and Cantonese, fluency in Putonghua an advantage
- Proficient in MS Office in English and Chinese
- Customer focused, good listening and comprehension skills
- Attention to details is essential
- Professional phone etiquette. Call Centre/customer service experience is an advantage.
- Organised and can work well under pressure. Good time management
- Good team player and able to work independently
- Willing to work at weekends as and when required
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.
