Customer Support Executive

Customer Support Executive

Cathay Pacific
Customer Services
Customer Care Department
Permanent
Hong Kong SAR (China)
Application deadline: 05 Nov 2026

Role Introduction

In 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.

Key Responsibilities

• Handle both verbal and written customer feedback in a tactful, timely and professional manner
• Liaise with other departments to handle customer feedback which require further investigation
• Support the Customer Support team in hubs and outports or other departments as required in the handling and resolution of cases
• Record customer feedback in the Customer Feedback and Compensation System in an accurate manner
• Accountable for effective use of service recovery procedures
• Communicate with relevant departments on customer feedback to review any possible remedial actions and future improvements
• Make recommendations to Customer Support Management team for improvements in operational effectiveness and customer satisfaction
• Carry out ad-hoc duties as assigned by Customer Support Management team

Requirements

• Bachelor's degree, preferably in English, Chinese, Translation, or a related discipline
• Experience in customer relations is highly preferred; experience in customer service or call centre operations is an advantage
• Excellent business writing skills with the ability to prepare professional correspondence
• Strong command of spoken and written English and Chinese; conversational Putonghua is an advantage
• Excellent communication, negotiation, influencing, listening, and probing skills to understand customer needs effectively
• Mature, customer-oriented, and positive-minded, with strong interpersonal skills
• Strong analytical thinking, problem-solving abilities, and sound judgment
• Able to work independently as well as collaboratively in a team environment
• Proficient in Microsoft Office applications and Chinese Word Processing
• Able to work under pressure, meet tight deadlines, and work regularly on weekends and public holidays

Equal Opportunity

Cathay 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.

Privacy

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.

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