Customer Care Advisor – Digital Channels

About the role

The Customer Care Advisor joins Cathay Pacific’s global Customer Care Department, delivering world‑class service across all digital and telephone channels. You will act as a one‑stop shop for customers, helping them book, modify, and enjoy their travel while promoting airline products and generating revenue.

Key responsibilities

• Provide seamless service via Livechat, WhatsApp, Facebook Messenger, email and phone.
• Recommend travel fares, products and loyalty upgrades, and handle after‑sales support.
• Assist customers with reservations, ticket issuance, re‑issuance and loyalty program upgrades.
• Resolve service disruptions by offering alternate flight options and re‑booking when needed.
• Meet performance targets for satisfaction, quality, productivity and sales conversion.
• Capture sales opportunities and respond to 24/7 enquiries from worldwide customers.

Required profile

• Right to work in Hong Kong.
• Minimum age 18.
• High school diploma or higher; fresh graduates are welcome.
• Strong command of spoken and written English; Cantonese and Putonghua proficiency preferred.
• Customer‑service orientation with excellent communication and problem‑solving abilities.
• Ability to work independently, under pressure and on flexible shift schedules, including weekends and holidays.

Required skills

• PC operation

What we offer

• 5‑day roster with flexible shift patterns.
• World‑class training and a structured career progression path.
• Safe, collaborative environment that values diversity and inclusion.
• Medical coverage and other flexible benefits.