{"id":2603669,"url":"https://alion.io/job/cathay-pacific-customer-care-advisor","title":"Customer Care Advisor","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":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":15,"computed_at":"2026-11-01T06:10:25Z"}},"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":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2025-12-31T16:00:00Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-11-01T11:56:53Z","board_verified":true,"closed_at":null,"days_open":304,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":304},"description":"Role Introduction\nReports to: Customer Contact Team Lead\nThis role is part of a global team in our Customer Care Department, dedicated to providing peace of mind and building lifetime relationships through world-class customer care.\nAs the Customer Care Advisor, you will be expected to deliver the highest customer service standards when servicing and selling to customers. You will be responsible for providing one-stop-shop customer service through all Digital channels to build strong relationships with customers and ensure the generation of maximum revenue by interpreting customer needs and promoting Cathay Pacific services.\nWith your expertise, skills and knowledge in customer service, you will be assigned to one of the three teams (Call & Digital Channel Team, Fulfilment Team, and High Tiers Membership Team) to learn to be proficient in multi-tasking with a promising and structured career progression plan within the team.\n**Promising and Structured Career Development Steps in Customer Care Department**\nCustomer Care Advisor (III, II, I)> Senior Customer Care Advisor > Customer Contact Team Lead > Assistant Manager- Customer Contact > Customer Contact Manager\nKey Responsibilities\nProvide one-stop-shop customer service through all Digital, e.g.Livechat, WhatsApp, FacebookMessenger, etc., and Telephone channels \nRecommend travel products, fares and services and provide after-sales support to customers\nAssist customers in purchasing and self-serving seamlessly through our websites and mobile application\nHandle reservations, ticket issuance and re-issuance for travel plan alterations, and process upgrades for loyalty and frequent flyer members\nAssist customers in resolving service disruptions, e.g. determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularities occur\nMeet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics\nCapture every sales opportunity to improve revenue generation\nRespond to feedback and general enquiries from worldwide 24 x 7\nSupport Customer Contact teams around the world when required\nRequirements\nRight to work in Hong Kong\nMinimum age of 18\nHigh school graduate or above\nGood command of spoken and written English and Cantonese. Proficiency in spoken and written Putonghua would be an advantage\nFresh graduates are welcome\nProficiency in PC operation\nCustomer service-oriented attitude with good communication and problem-solving skills\nGood team player with an ability to work independently\nAbility to work in an organised and focused manner\nAbility to work under pressure\nFlexibility to work on shift schedules, including weekends, public holidays, and occasional overnight shifts\nBenefits\nRoster based on a 5-day working week with flexible shift patterns to suit different lifestyles\nWorld-class training and structured career progression path\nA safe and collaborative working environment which embraces a diverse and inclusive culture\nMedical coverage & other flexible benefits\nFlexible retirement scheme \nDiscounted travel for you and your family\nPersonal & Application Information\nEqual Opportunity\nCathay Pacific is committed to fostering an environment that values Diversity, Equity, Inclusion and Belonging. As an equal opportunity employer, we are committed to attracting and hiring qualified individuals from diverse backgrounds, experiences and abilities. We strive to create a respectful, inclusive workplace free from discrimination, harassment and bullying.\nPrivacy\nPersonal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. 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