Customer Services Agent (Part Time) Cathay Pacific Airline

  • ASD – Airport Services Delivery
  • Toronto, Canada
  • Cathay Pacific
  • Application Deadline
    09 Oct 2022

Company Description

Let your passion fly! We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere. Join us and discover just how far you can go!

Role Introduction

Cathay Pacific Canada is looking for enthusiastic, service oriented professionals 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 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

Cost Efficiency and Productivity

  • Capture ancillary revenue opportunity, e.g. excess baggage, upgrades etc
  • Support station administration duties as required

Represent CX 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


  • Good command of written and spoken English
  • Ability to speak a second language is an asset
  • 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)
  • Adapts to constant change
  • Flexibility to work a variety of shifts including weekends, nights, holidays, and overtime, as required
  • Must comply with the Company’s mandatory COVID-19 Vaccination policy
  • Must have the right to live and work in Canada

Personal & Application Information

Cathay Pacific Airways Limited is committed to employment equity, supports diversity in the workplace and encourages application from all qualified individuals including women, members of visible minorities, Aboriginal peoples and persons with disabilities. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

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