20231012_1854_EUR JD - CCD - KR - Customer Care Advisor III - Level A - IC (J50470) - V1

1 15 November 2023

Customer Care Advisor III

Reports to : Customer Contact Team Lead

Indirectly reports to : Assistant Manager Customer Contact

Responsible for (Number of positions) : 0

Number of direct reports : 0

Location / Country : Mumbai, India

Department / Section : Customer Care

Employment Condition : Full time Permanent

Job Level : A

Does this position affect safety? - No

- If yes, is this position Safety Influencing : No

- If yes, is this position Safety Sensitive No

Purpose :

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.

Competencies :

- Knowing our Business Development

- Driving Service and Business Excellence

Analysis and Problem-Solving : Level 1

Customer Focus : Level 1

Accountability : Level 1

- Collaborating with Others

- Leading the Airline

Communication : Level 1

Coping with Pressure : Level 1

Teamwork and Building Partnerships : Level 1

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.

- Assist customers to buy and self-serve seamlessly through our websites, cathaypacific.com and mobile application

- 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.

20231012_1854_EUR JD - CCD - KR - Customer Care Advisor III - Level A - IC (J50470) - V1

2 15 November 2023

Qualifications/Experience :

- Good command of written and spoken English and core market language (if applicable)

- Customer service oriented attitude

- 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

- Note: If the position is neither safety influencing nor safety sensitive, the incumbent still has a responsibility to contribute to safety within the organisation (Cathay Pacific Airways Safety Policy). Safety is everyone's responsibility and safety contributions, reporting and ideas for enhancement are encouraged.

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