Customer Care Advisor – Japanese Speaking

About the role

The Customer Care Advisor (Japanese Speaking) joins Cathay Pacific’s global Customer Care Department to deliver world‑class service across digital and telephone channels. You will help passengers book, modify, and enjoy their travel while promoting airline products and generating revenue.

Key responsibilities

• Provide one‑stop‑shop support via LiveChat, WhatsApp, Facebook Messenger, email and phone.
• Recommend fares, travel products and after‑sales services to customers.
• Assist customers in self‑service using the website and mobile app.
• Handle reservations, ticket issuance, re‑issuance and loyalty upgrades.
• Resolve service disruptions by offering alternate flight options and re‑booking.
• Meet performance targets for satisfaction, quality, productivity and sales.
• Capture sales opportunities and respond to 24/7 enquiries.
• Support other Customer Contact teams worldwide when needed.

Required profile

• Legal right to work in Hong Kong and minimum age of 18.
• Fluent spoken and written English and Japanese; JLPT N2 or higher is a plus.
• Fresh graduates are welcome.
• Proficient PC operation.
• Customer‑service mindset with strong communication and problem‑solving abilities.
• Team player who can also work independently and handle pressure.

Required skills

What we offer

• World‑class training and a clear career progression path.
• Inclusive, safe and collaborative work environment.
• Special allowance for public‑holiday shifts.
• Medical coverage and flexible benefits.
• Flexible retirement scheme.
• Discounted travel for you and your family.