{"id":3078347,"url":"https://alion.io/job/cathay-pacific-airways-customer-support-executive","title":"Customer Support Executive","company":{"id":96209,"name":"Cathay Pacific Airways","domain":"cathaypacific.com","url":"https://alion.io/company/cathay-pacific","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"B","score":80,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":15,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hong Kong"],"countries":["HK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-21T16:00:00Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-11-01T03:49:40Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Role Introduction\nIn this role, you will be responsible for addressing customer feedback in a positive and professional manner, rebuilding customer confidence, and winning back valued customers by restoring trust in our products and services.\nKey Responsibilities\nHandle both verbal and written customer feedback in a tactful, timely and professional manner\nLiaise with other departments to handle customer feedback which require further investigation\nSupport the Customer Support team in hubs and outports or other departments as required in the handling and resolution of cases\nRecord customer feedback in the Customer Feedback and Compensation System in an accurate manner\nAccountable for effective use of service recovery procedures\nCommunicate with relevant departments on customer feedback to review any possible remedial actions and future improvements\nMake recommendations to Customer Support Management team for improvements in operational effectiveness and customer satisfaction\nCarry out ad-hoc duties as assigned by Customer Support Management team\nRequirements\nBachelor's degree, preferably in English, Chinese, Translation, or a related discipline\nExperience in customer relations is highly preferred; experience in customer service or call centre operations is an advantage\nExcellent business writing skills with the ability to prepare professional correspondence\nStrong command of spoken and written English and Chinese; conversational Putonghua is an advantage\nExcellent communication, negotiation, influencing, listening, and probing skills to understand customer needs effectively\nMature, customer-oriented, and positive-minded, with strong interpersonal skills\nStrong analytical thinking, problem-solving abilities, and sound judgment\nAble to work independently as well as collaboratively in a team environment\nProficient in Microsoft Office applications and Chinese Word Processing\nAble to work under pressure, meet tight deadlines, and work regularly on weekends and public holidays\nPersonal & Application Information\nEqual Opportunity\nCathay Pacific is committed to fostering an environment that values Diversity, Equity, Inclusion and Belonging. 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