We are proud of our Hong Kong heritage and equally proud of the global, diverse workforce that makes us who we are. Celebrating 78 years of flying this year, we are a values driven, complex global business; but we are also a family. Regardless of job or location, we are all one team who are focused on delivering a world-class airline operation.
Role Introduction
Reports to: Duty Airport Operations Manager, Narita
Location / Country: Narita / Japan
Employment Condition: Permanent
We are looking for talented Customer Services Agents who have a strong sense of self-development have aspirations to proactively seek the opportunity to gain various aspects of airline business of airports, cargo, and passengers over a career. The employees could rotate through within a few years in Japan.
The successful candidates are expected to carry out the day-to-day assigned duties and support overall operations to run smoothly and efficiently, and deliver the best possible customer service to ensure our customers always feel special.
Selection process
Written test & Group exercise (Online) - 13 August 2024
First interview (Online) - 20 or 21 August 2024
Final interview (In-person) - 26 or 27 August 2024
Please make your schedule available on 13 August, and either 20 or 21 August for the first selection. Those who pass both #1 and #2 will be invited to the final interview.
Date of Join: 1 October 2024
Key Responsibilities
Safety First, Quality Always
Rigorously execute corporate safety, security and complying with regulatory requirements and established standards
Achieve absolute operational integrity with zero safety defects and security infringements
Operational Excellence
Achieve operational excellence being on time and error free
Gain and maintain a high proficiency of knowledge and skills required to carry out assigned tasks
Willing to take up additional responsibilities and work shift duties
Outstanding Product and Services
Provide the highest possible quality of services for our customers at any touch point
Deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection and memorable experiences for our customers
Keep abreast with the latest product updates
Provide extra attentiveness to our highest-value customer needs (front-end and elite MPO)
Crisis Management capability and preparedness
Familiarity with station contingency local disruption plans and fall-back procedures
Follow the direction from local airport management to mitigate disruption to provide a minimal negative impact on customer experience
Ensure our customers are cared for informed during disruption and offered choice whenever possible
People and team
Strive for good teamwork and fully participate as a supportive and collaborative team player
Support other team members (suppliers included) to deliver services and products to company standards
Supplier Management
Assist in monitoring and conducting regular performance review meetings with suppliers
Support the Airport Operations Manager to implement any action plan efficiently and keep track of progress with documented records
Cost efficiency and productivity
Capture ancillary revenue opportunity, e.g. excess baggage, upgrades etc.
Support station administration duties as required
Represent Cathay interests in the Airport Community
Create and maintain professional working relationships with external parties in the best interests of the Company - authorities, suppliers and service providers, Oneworld Partners, and other airlines
Requirements
Post-secondary school education is desirable
Good command of written and spoken English and Japanese (TOEIC 650 or above, JLPT N1 for non-Japanese)
Preferable to have at least 1 year airline or related industry experience
Demonstrated ability to work under pressure and independently
Strong sense of responsibility and acts as a supportive team player
Strong interpersonal skills with a natural service orientated mind-set
Can perform daily operations (multi-tasking ability) up to company standards (required to pass all training arranged by department and APT)
Adapts to constant change
Must have the legal right to live and work in Japan
Benefits
Basic salary: JPY223,300/month (inexperienced), JPY234,470/month (at least one year of experience)
Fixed allowance per month: JPY38,000 + Basic salary x 7.4%
Other allowances: the company regulations apply
Social insurance: Unemployment insurance, Worker's compensation insurance, Health insurance, Welfare pension insurance
Commuting expense allowance: Up to JPY50,000/month
Working hours per day: 7.25 hours
Break time: 1 hour
Off day: Two days off every week
Probation period: 3 months
Annual leave: 16 days in the first year after completing 6 month service
Potential for additional discretional bonus (depends on the company's performance and financial status)
Personal & Application Information
Application
Cover letter in English detailing your motivation for applying
CV (Both Japanese and English version are mandatory)
Please ensure that the dates in your resume are written in the Gregorian calendar (AD/西暦).
Application deadline: 01 August 2024
Date of Join: 1 October 2024
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.