Key Responsibilities - Provide one-stop-shop customer service through all Digital channels, e.g. Livechat, WhatsApp, Facebook Messenger, etc., and Telephone channels - Recommend travel products, fares and services and provide after-sales support to customers - Assist customers in purchasing and self-serving seamlessly through our websites and mobile application - Handle reservations, ticket issuance and re-issuance for travel plan alterations, and process upgrades for loyalty and frequent flyer members - Assist customers in resolving service disruptions, e.g. determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularities occur - Meet key contact centre performance goals in terms of customer satisfaction, quality, productivity and key performance metrics - Capture every sales opportunity to improve revenue generation - Respond to feedback and general enquiries from worldwide 24 x 7 - Support Customer Contact teams around the world when required Requirements / Qualifications - Right to work in Hong Kong - Minimum age of 18 - High school graduate or above - Good command of spoken and written English. Proficiency of spoken Cantonese and Putonghua - Fresh graduates are welcome - Proficiency in PC operation - Customer service-oriented attitude with good communication and problem-solving skills - Good team player with an ability to work independently - Ability to work in an organised and focused manner - Ability to work under pressure - Flexibility to work on shift schedules, including weekends, public holidays, and occasional overnight shifts Preferred / Nice to have - Not explicitly separated (Cantonese/Putonghua proficiency listed within requirements) Selection process / Benefits (if stated) - Career path: Customer Care Advisor (III, II, I) > Senior Customer Care Advisor > Customer Contact Team Lead > Assistant Manager - Customer Contact > Customer Contact Manager - Benefits: Roster based on a 5-day working week with flexible shift patterns to suit different lifestyles; world-class training and structured career progression path; a safe and collaborative working environment which embraces a diverse and inclusive culture; medical coverage & other flexible benefits; flexible retirement scheme; discounted travel for you and your family ---