Customer Support Officer

1 week ago

Mumbai Maharashtra, India Cathay Pacific Full time

CCD - Customer Care
- Mumbai, India
- Cathay Pacific
- Application Deadline
12 Feb 2025

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 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 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. Join us and discover just how far you can go

Role Introduction

This role is to provide 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
- Data entry and filing
- Scanning of documents
- 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
- Ad hoc duties assigned by Customer Support Management team

**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
- Status checking for ticket refunds
- Prepare daily reports (SLA and Productivity)

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

**Requirements**:

- Graduate in any discipline is a minimum
- Good command of written and spoken English
- Proficient in MS Office
- Customer focused
- Good listening and comprehension skills
- Attention to details is essential
- Professional phone etiquette. Call Centre/customer service experience is an advantage.
- Able to handle challenging situations
- Organised and can work well under pressure. Good time management
- Good team player and able to work independently
- Willing to work in 24x7 shifts

**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 or Data Protection Officer.

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