Are you ready to take your career to new heights?  At Cathay we are not just an airline; we are an award-winning, values driven, complex global business with a rich history spanning over 79 years.  We pride ourselves on our commitment to excellence, innovation, service and are dedicated to connecting people and cultures.  We are proud of our Hong Kong heritage and equally proud of the global, diverse workforce that makes us who we are.

Reports to: Assistant Manager Customer Care
Location / Country: Tokyo / Japan
Employment Condition: Permanent

We are looking for talented Customer Care Executive who have a strong sense of self-development have aspirations to proactively seek the opportunity to gain various aspects of airline business over a career.

The successful candidate is expected to achieve the highest customer care standards when servicing and selling to customers.

• Provide one-stop-shop customer service through all digital (livechat, LINE, email etc.) and telephone channels to Cathay customers
• Recommend travel products, fares and services to customers
• Assist customers to reserve and make alterations to travel plans (ticket re-issuance)
• Assist customers to buy and self-serve seamlessly through our website, cathaypacific.com and mobile application
• Assist customer to resolve disservice situations 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
• Handle travel agent and corporate customers’ enquiries across various channels and help improving self-services for travel agents on company platforms
• Capture every sales opportunity to contribute towards the team’s revenue targets
• Handle customer complaints, compliments, and feedback and liaise with relevant teams to investigate and to take necessary actions to respond to customers in a timely manner
• Handle concessionary tickets booking and ticketing matters
• Take up Emergency and Accident, and Crisis Responsibilities as required

• Good command of written and spoken English and Japanese
• Demonstrable passion for excellent customer service in line with Cathay’s brand promise and vision
• Great communication, listening and problem solving skills
• Excellent telephone manner with the ability to connect and build relationships via phone
• Ability to work as part of a team and independently
• Organized and focused
• Ability to work under pressure
• Travel industry experience and knowledge of Global Distribution Systems (GDS), preferably Amadeus is an advantage
• Good PC literacy skills in MS Office tools and internet browsers
• Must have the legal right to live and work in Japan

• Base salary: JPY223,300/month～(determined based on experience and skills)
• Fixed allowance per month: JPY38,000 + Base salary x 7.4
• Other allowances: the company regulations apply including significant airline travel discounts
• Social insurance: Unemployment insurance, Workers compensation insurance, Health insurance, Welfare pension insurance
• Commuting expense allowance: Up to JPY50,000/month
• Working hours per day: 7.5 hours with some remote working days
• Break time: one hour
• Off day: Two days off every week
• Probationary period: 3 months
• Annual leave: 16 days in the first year after completing probationary period (prorated based on the month of joining)
• Potential for additional discretional bonus (depending on the Companys performance and financial status)

Call to action

There are many people behind the Cathay brand.  If you want a dynamic working environment, to fly to exciting destinations at significant discounts and be part of a world-class airline, we have opportunities for talented people.  Apply now to start your Cathay journey.

Application

• Cover letter in English detailing your motivation for applying
  CV (Both Japanese and English versions are mandatory)

Application deadline: 6 May 2025

Selection process
1. 14 May: Written test and Group exercise (Online)
2. 19 May (or alternatively 20 May): Initial interview (Online)
3. 27 May: Final interview (in-person in Tokyo)

Please make your schedule available on 14 and 19 May (alternatively 20 May). Those who pass both 1 and 2 will be invited to the final interview which is planned to conduct in Tokyo.

Joining date: 1 July 2025

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.