Role Introduction
Customer Support Executives play a key role in building relationships with our customers. The position requires addressing feedback in a positive and professional manner, win back our best customers and restore their confidence in our products and services.
Key Responsibilities
- Restore customer confidence through direct handling of customer feedback in a thorough and professional manner, including but not limited to high profile and Executive Office cases, special and legal cases
- Handle both verbal and written customer feedback in a professional and timely manner
- Liaise with other departments to handle customer feedback, which require further investigation
- Support the Customer Support teams around the world or other departments as required in the handling and resolution of cases
- Accurately record customer feedback in the Customer Feedback and Compensation System
- Handle escalations in a professional and timely manner
- Accountable for effective use of service recovery procedures
- Strive for continuous improvement in the quality of our responses to passengers
- Make recommendations to Customer Support Management team for improvements in operational effectiveness and customer satisfaction
- Work on Customer Support initiatives and represent Customer Support in projects and working groups
- Support Customer Contact and take on escalated calls and provide consistent “one stop shop” service to customers based on operational needs
- Conduct on-the-job training to- and coach Customer Contact Specialists during rotation and keep abreast of up-to-date skills and knowledge
Requirements
- Experience in Customer Service/Support, especially handling complaints / legal cases
- Experience in travel/aviation industry would be a plus
- Fluent English and German (both written and spoken), any additional European language would be a plus
- Ability to write professional business correspondence is essential
- Polished communication, negotiation and influencing skills
- Mature, with strong analytical and problem solving skills
- Ability to manage, train and motivate staff
- Excellent interpersonal skills with positive thinking and customer orientation
- Able to work under pressure and meet tight deadlines
- Good team player with an ability to work independently
- Good listening and probing skills to identify and understand the needs of the customer
- Proficient in MS Office
Benefits
- The chance to explore the world with amazing travel perks (free of charge annual tickets with Cathay Pacific, plus discounted tickets for numerous airlines for you and your family)
- A clear career progression path with one of the world’s leading airlines
- Comprehensive training and access to cutting-edge technology to set you up for success
- A competitive benefits package designed with your well-being in mind
- A vibrant work environment located on the top floor, right in the heart of the city
- Opportunities for permanent employment with us
Personal & Application Information
Our vision is to be the worlds best airline. Being the best means that we always strive to excel in everything we do. Our dynamic team provides the highest quality service so that our customers are happy they chose Cathay Pacific.
By applying to this advertisement I hereby give consent for my personal data included in my application to be processed by Cathay Pacific Airways Ltd. for the purposes of the recruitment process under the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).
