Company Description
We take pride in our Hong Kong roots, embracing a diverse global team that defines our identity. With 78 years of flight experience, we operate as a values-centered, intricate global entity, while fostering a familial environment. Regardless of role or location, we function as one cohesive team, dedicated to delivering top-notch airline services.
Role Introduction
Reports to: Duty Airport Operations Manager, Narita
Location / Country: Narita / Japan
Employment Condition: Permanent
We are seeking skilled Customer Services Agents with a drive for self-improvement, eager to explore various facets of the airline industry encompassing airports, cargo, and passengers throughout their career. Employees may have the opportunity to rotate roles within Japan over a few years.
The ideal candidates will be responsible for daily tasks, ensuring smooth and efficient operations, and providing exceptional customer service to ensure our clients always feel valued.
Selection Process
- Written test & Group exercise (Online) - 8 July 2024
- First interview (Online) - 16 or 17 July 2024
- Final interview (In-person) - 22 or 23 July 2024
Please keep your schedule free on 8 July and either 16 or 17 July for the initial selection rounds. Successful candidates from both rounds will proceed to the final interview.
Key Responsibilities
Safety First, Quality Always
- Rigorously adhere to corporate safety and security protocols, ensuring compliance with regulations and established standards
- Maintain operational integrity by upholding safety standards and security measures
- Ensure operational efficiency by being punctual and error-free
- Acquire and retain the necessary knowledge and skills for assigned tasks
- Be ready to shoulder additional responsibilities and perform shift duties
- Deliver top-quality services at every customer touchpoint
- Provide heartfelt service daily to forge meaningful connections and create memorable customer experiences
- Stay updated on product enhancements
- Offer extra attention to the needs of high-value customers
- Be familiar with contingency plans and fallback procedures in local disruptions
- Collaborate with local airport management to minimize disruptions and maintain a positive customer experience
- Ensure customers are informed and cared for during disruptions
- Strive for strong teamwork and actively engage as a supportive team member
- Assist team members, including suppliers, in meeting company standards
- Help monitor and conduct performance reviews with suppliers
- Support the Airport Operations Manager in efficiently implementing action plans
- Identify opportunities for additional revenue
- Assist in station administration tasks as needed
- Maintain professional relationships with external parties in the Company's best interests
- Post-secondary education preferred
- Proficient in written and spoken English and Japanese
- At least 1 year of airline industry experience preferred
- Demonstrated ability to work under pressure and independently
- Strong sense of responsibility and teamwork
- Excellent interpersonal skills and service-oriented mindset
- Ability to multitask and adapt to changes
- Eligibility to work in Japan
- Basic salary: JPY223,300/month (inexperienced), JPY234,470/month (1+ year experience)
- Fixed monthly allowance: JPY38,000 + 7.4% of basic salary
- Other allowances as per company regulations
- Social insurance coverage: Unemployment, Worker's compensation, Health, Welfare pension
- Commuting expense allowance: Up to JPY50,000/month
- Working hours: 7.25 hours/day
- Break time: 1 hour
- Off days: Two days off weekly
- Probation period: 3 months
- Annual leave: 16 days in the first year after 6 months of service
- Potential for discretionary bonus based on company performance
- Cover letter in English stating your motivation for the position
- CV in both Japanese and English
- Ensure dates in resume written in the Gregorian calendar
Operational Excellence
Outstanding Product and Services
Crisis Management Capability and Preparedness
People and Team
Supplier Management
Cost Efficiency and Productivity
Represent Cathay Interests in the Airport Community
Requirements
Benefits
Personal & Application Information
Application
Application deadline: 27 June 2024
Date of Join: 1 September 2024
Cathay Pacific upholds equal employment opportunities. Personal data of job applicants will be used as per our policies solely for recruitment purposes. Data will be kept for up to 24 months. A copy of our Personal Information Collection Statement is available upon request through our Data Protection Officer.
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