Customer Care Advisor Iii

6 days ago

Mumbai Maharashtra, India Cathay Pacific Full time

CCD - Customer Care
- Mumbai, India
- Cathay Pacific
- Application Deadline
31 Dec 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 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

Cathay Pacific has been recognized as a Great place to work in India.

Role Introduction

The Customer Care Advisor should maintain a high customer service standard when servicing and selling to customers. Build strong relationship with customers and ensure the generation of maximum revenue through direct channels. Interpret customer needs, promote Cathay services and brands via direct channels, identify sales opportunities and actively use the individual selling and customer service techniques to support, maximise and maintain revenue, whilst maintaining a focus on customer retention and service excellence.

Key Responsibilities
- Agents to provide customer service through Digital (livechat, whatsapp, FB messenger, etc.) and Telephone channels globally to all Cathay customers.
- Recommend travel products, fares and services and provide new booking support to customers.
- Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics.
- Capture every sales opportunity to improve revenue generations.

**Requirements**:

- Good command of written and spoken English and core market language (if applicable), TOEIC score of 325 for both reading and listening, or a valid IELTS (Academic) result with an overall Band Score of 6.5 and above
- Customer service experience, preferably in Airlines or Hospitality
- 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

**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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