Customer Care Advisor

1. Provide "one-stop-shop" customer service across Cathay from telephone, digital, and email channels
2. Recommend travel products, fares and services and provide after-sales support to customers.
3. Assist customers including direct corporate clients to reserve and make alteration of travel plans (ticket re-issuance)
4. Provide customer service through telephone, digital, and email globally to all Cathay customers
5. Assist customers to buy and self-serve seamlessly through our websites, [protected info] and mobile application
6. Assist customer to resolve disservice situations e.g. determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularity occur
7. Capture every sales opportunity to improve revenue generations
8. Build, establish and maintain open lines of communication with agents, peers, executives, managers, business partners and other areas of the company to facilitate routine operation and problem solving.
9. Identifying operational issues and suggest possible improvements
10. Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics.
11. Handle queue with all the related follow up with supervision
12. Provide the B2B support and ensure that all queries are handled promptly and in a timely manner.
13. Provide ticketing support to port airport team
14. Handle locally on refund process and report to GGT or local FIN team for bank-in (CASH) payment received
15. Support all sales & marketing related activities.
16. Any other CCD related duties as assigned by direct appraiser