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Customer Service / Call Center


Cathay Pacific

Customer Service Agent - Boston, USA

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Job Category:
Cathay Pacific
Customer Service / Call Center
Boston, USA


Location: Boston, USA
Department: Airport Ops
Reports To: Airport Services Manager, Boston
Location: Boston, MA
Key Responsibilities:
Perform daily functions to ensure that the operations run smoothly and conform with safety and security requirements, pro-actively prevent and as directed, manage flight disruptions & irregularities in an effective manner.
Interact with customers, CX team members and Handling Agents to ensure that both internal and external customers are provided with consistent service excellence in the spirit of Service Straight From The Heart (SSFTH); keep abreast and up-to-date with changes in products and services as well as self development opportunities.
Foster excellent teamwork and team spirit within the Cathay Pacific team, including Handling Agent colleagues.
Be aware of cost and revenue implications of customer service and/or operational decisions; be vigilant in recognizing and acting upon sales opportunities at the airport.
Ensure that Handling Agent colleagues consistently deliver services and products that are up to Cathay Pacific required standards.
Ensure that oneworld benefits and services provided to both CX and oneworld customers are delivered in accordance with oneworld delivery requirements.
Be fully aware of the business and commercial environment; create and maintain good rapport with key stakeholders such as airport authorities, government agencies, suppliers, and relevant CX offices to ensure efficient facilitation of operational processes, procedures and customer services.
Seek opportunities to enhance the processes of administration, customer services, and operations at the airport.
Assist and support the Airport Services Manager and Manager On Duty with administrative and ad-hoc passenger handling duties


Previous airport operational experience
Ability to apply skills and knowledge to effectively and spontaneously perform the assigned operational functions.
A pleasant personality and cheerful disposition
Excellent interpersonal and communication skills
Superior independent work habits
Competent in computer and MS applications (Word, Excel and Powerpoint)
Fluency in Mandarin/Cantonese is preferable but not required.
Ability to work rotating shifts, including nights and weekends
All persons hired will be required to verify identity and eligibility to work in the United States. No sponsorship for employment visa status is available for this position.

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