Customer Relations Executive (2-year contract)

Job level Middle
Language Chinese - Cantonese, Chinese - Mandarin, English
Location HK International Airport, Lantau, Tung Chung
Employment type Contract
Benefits 5-day week, MPF
Industry Airlines / Mass Transportation
Job function Travel / Tourism > Airline
Travel / Tourism > Customer Service / Guest Relations
Published On 19/10/2016
ref. 11241

Location: Hong Kong 

Department: Customer Relations

Reports to:  Assistant Manager, Customer Relations

Customer feedback plays a key role in the continuous improvement of the Cathay Pacific Group. We highly value this prime source of customer input and have a dynamic team who respond to verbal and written customer feedback in a professional and timely manner.

Key Responsibilities:

  • 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 Relations team in Mumbai,  outport representatives 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
  • To be accountable for effective use of service recovery procedures
  • Communicate with relevant departments on customer feedback for them to review any possible  remedial actions and future improvements
  • Make recommendations to CRD Management team for improvements in operational effectiveness and customer satisfaction
  • Carry out ad-hoc duties as assigned by CRD Management team


  • University degree (related to English, Chinese or Translation an advantage)
  • Experience in the customer relations field is a significant advantage. Experience in call centres or customer service is also advantageous.
  • The ability to write professional business correspondence is essential
  • Excellent command of both spoken and written English and Chinese, minimum requirement in one of the public exams:Conversational Putonghua is an advantage
    • for English: HKALE Grade B/HKDSE Grade 5*/BULATS Score 60/IELTS Score 5.5/TOEFL(paper) Score 520/TOEFL(iBT) Score 79/TOEIC Score 650
    • for Chinese: : HKCEE Grade A/HKALE Grade B/HKDSE Grade 5*
  • 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 and Chinese Word Processing
  • Willing to work at weekends/public holidays on a regular basis

Application deadline: 2 Nov 2016