Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, cargo business Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.​

Cathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world’s leading international aviation centres

Customer Support Executives play a key role in building relationships with our customers. The position requires addressing feedback in a positive and professional manner, win back our best customers and restore their confidence in our products and services.

• Restore customer confidence through direct handling of customer feedback in a thorough and professional manner, including but not limited to high profile and Executive Office cases, special and legal cases
• Handle both verbal and written customer feedback in a professional and timely manner
• Liaise with other departments to handle customer feedback, which require further investigation
• Support the Customer Support teams around the world or other departments as required in the handling and resolution of cases
• Accurately record customer feedback in the Customer Feedback and Compensation System
• Handle escalations in a professional and timely manner
• Accountable for effective use of service recovery procedures
• Strive for continuous improvement in the quality of our responses to passengers
• Make recommendations to Customer Support Management team for improvements in operational effectiveness and customer satisfaction
• Work on Customer Support initiatives and represent Customer Support in projects and working groups
• Support Customer Contact and take on escalated calls and provide consistent “one stop shop” service to customers based on operational needs

• Experience in Customer Service/Support, especially handling complaints / legal cases within aviation industry
• Fluent English (both written and spoken)
• Fluent Dutch (both written and spoken)
• Ability to write professional business correspondence is essential
• Polished communication, negotiation and influencing skills
• Mature, with strong analytical and problem solving skills
• Ability to manage, train and motivate staff
• Excellent interpersonal skills with positive thinking and customer orientation
• Able to work under pressure and meet tight deadlines
• Good team player with an ability to work independently
• Good listening and probing skills to identify and understand the needs of the customer
• Proficient in MS Office

We offer all our employees (and their travel nominees) discounted flights on Cathay Pacific, our oneworld partners and a variety of other airlines too. On top of that, youll also receive great discounts on hotels, car hire, transportation, dining and retail.​

We also provide the ability for our office-based employees to work from home up to 3 days per week and access to our Employee Assistance Programme for our employees and their family members. We provide a private health care, life insurance and travel insurance and costs are fully covered by Cathay.

Cathay Pacific is an Equal Opportunities Employer. Personal 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. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.