Customer Support Executive

4 weeks ago

Mumbai Maharashtra, India Cathay Pacific Full time

CRD - Customer Relations
- Mumbai, India
- Cathay Pacific
- Application Deadline
21 Apr 2024

Company 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 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 up 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. Let your ambitions take you places

We are proud to be recently certified as a Great Place to Work in India.

Role Introduction

The position plays a key role in building relationships with our customers. The role is to address feedback in a positive and professional manner, win back our best customers and restore their confidence in our products and services

Key Responsibilities

**Customer Support**
- Handle both verbal and written customer feedback in a tactful, timely and professional manner
- Liaise with other departments to handle customer feedback which require further investigation
- Support the Customer Support team in hubs and outports or other departments as required in the handling and resolution of cases
- Record customer feedback in the Customer Feedback and Compensation System in an accurate manner
- Accountable for effective use of service recovery procedures
- Communicate with relevant departments on customer feedback to review any possible remedial actions and future improvements
- Make recommendations to Customer Support Management team for improvements in operational effectiveness and customer satisfaction
- Carry out ad-hoc duties as assigned by Customer Support Management team

**E&A**
- Emergency and Accident and Crisis Response responsibilities as required

**Requirements**:
**Qualifications and Experience**:

- Graduate in any field
- Experience in the customer relations field is a significant advantage.

**Additional requirements**:

- Minimum of 5 year work experience required.
- Experience in aviation / travel industry is preferred.
- The ability to write professional business correspondence is essential
- Excellent command of both spoken and written English
- Polished communication, negotiation and influencing skills
- Mature, with strong analytical and problem solving skills
- 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
- Willing to work at weekends/public holidays on a regular basis

**Benefits**:
Personal & Application Information

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

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