2025/4/12
・キャセイパシフィック航空 カスタマーケア（予約発券）（東京）
Role Introduction
Reports to: Assistant Manager Customer Care
Location / Country: Tokyo / Japan
Employment Condition: Permanent
We are looking for talented Customer Care Executive who have a strong sense of self-development have aspirations to proactively seek the opportunity to gain various aspects of airline business over a career.
The successful candidate is expected to achieve the highest customer care standards when servicing and selling to customers.
Key Responsibilities
Provide one-stop-shop customer service through all digital (livechat, LINE, email etc.) and telephone channels to Cathay customers
Recommend travel products, fares and services to customers
Assist customers to reserve and make alterations to travel plans (ticket re-issuance)
Assist customers to buy and self-serve seamlessly through our website, cathaypacific.com and mobile application
Assist customer to resolve disservice situations e.g., determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularities occur
Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics
Handle travel agent and corporate customers’ enquiries across various channels and help improving self-services for travel agents on company platforms
Capture every sales opportunity to contribute towards the team’s revenue targets
Handle customer complaints, compliments, and feedback and liaise with relevant teams to investigate and to take necessary actions to respond to customers in a timely manner
Handle concessionary tickets booking and ticketing matters
Take up Emergency and Accident, and Crisis Responsibilities as required
Requirements
Good command of written and spoken English and Japanese
Demonstrable passion for excellent customer service in line with Cathay’s brand promise and vision
Great communication, listening and problem solving skills
Excellent telephone manner with the ability to connect and build relationships via phone
Ability to work as part of a team and independently
Organized and focused
Ability to work under pressure
Travel industry experience and knowledge of Global Distribution Systems (GDS), preferably Amadeus is an advantage
Good PC literacy skills in MS Office tools and internet browsers
Must have the legal right to live and work in Japan
Benefits
Base salary: JPY223,300/month～(determined based on experience and skills)
Fixed allowance per month: JPY38,000 + Base salary x 7.4%
Other allowances: the company regulations apply including significant airline travel discounts
Social insurance: Unemployment insurance, Worker's compensation insurance, Health insurance, Welfare pension insurance
Commuting expense allowance: Up to JPY50,000/month
Working hours per day: 7.5 hours with some remote working days
Break time: one hour
Off day: Two days off every week
Probationary period: 3 months
Annual leave: 16 days in the first year after completing probationary period (prorated based on the month of joining)
Potential for additional discretional bonus (depending on the Company's performance and financial status)
Call to action
There are many people behind the Cathay brand.? If you want a dynamic working environment, to fly to exciting destinations at significant discounts and be part of a world-class airline, we have opportunities for talented people.? Apply now to start your Cathay journey.
Personal & Application Information
Application
Cover letter in English detailing your motivation for applying
CV (Both Japanese and English versions are mandatory)
Application deadline: 6 May 2025
Selection process
1. 14 May: Written test and Group exercise (Online)
2. 19 May (or alternatively 20 May): Initial interview (Online)
3. 27 May: Final interview (in-person in Tokyo)
Please make your schedule available on 14 and 19 May (alternatively 20 May). Those who pass both #1 and #2 will be invited to the final interview which is planned to conduct in Tokyo.
Joining date: 1 July 2025
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.