Customer Services Agent

ASD - Airport Services Delivery
- Toronto, Canada
- Cathay Pacific
- Application Deadline
13 Mar 2024
Company Description
Move Beyond! To move people forward in life - We are the people behind Cathay Pacific. We are proud of our Hong Kong heritage but equally proud of the global, diverse workforce that makes us who we are. We are relentlessly driven to create lifetime customer loyalty, value for our shareholders and satisfaction and enrichment for our employees. We are a complex global business, but we are also family. And whether we are in the cockpit or behind a desk, moving cargo, checking our passengers in or ensuring they are safe and comfortable while in the air, we are all one team, focused on delivering one world-class airline operation. Join us and discover just how far you can go!
Role Introduction
Cathay Pacific Canada is looking for enthusiastic, service oriented professional to join the Toronto Airport team. As part of the Airport team, you will be responsible for carrying out the day-to-day assigned duties and supporting overall operations while conforming to safety and security requirements. You will be the face of Cathay Pacific, delivering “Service Straight from the Heart” to ensure our customers always feel special and valued.
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 mínimal 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
**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**:
**Academic qualifications**
- Completion of High School / GED or equivalent combination of education, training, and experience is required
**Knowledge, skills, training and experience**
- Strong command of written and spoken English is mandatory with the local language being an advantage
- 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 mindset
- Can perform daily operations (multi-tasking ability) up to company standards (required to pass all training arranged by department and ASD)
- Adapts to and embraces constant change
**Additional Requirements**
- Must successfully pass all pre-screening clearances, including a background check upon contingent job offer
- Obtain and retain necessary credentials and clearances (SIDA and Customs Seal) per local requirements
- Strong cognitive reasoning skills and the ability to embrace constant change
- Ability to work diligently in a fast-paced environment and under tight timelines
- Comfortable working outdoors on the tarmac in all weather conditions
- Must be able to work a variety of shifts including days, weekends, nights, holidays, and overtime, as required based on operational needs
- Must have the right to live in work in Canada
- Must comply with the Company’s mandatory COVID-19 Vaccination policy
**Benefits**:
Cathay Pacific Airways is proud to offer eligible employees competitive Compensation &
Benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.
- Travel Privileges on C