2026/4/16
キャセイパシフィック航空 カスタマーサービス（成田）
Role Introduction
Reports to: Duty Airport Operations Manager
Location / Country: Narita / Japan
Employment Condition: Permanent
Deliver the moments that define our customers’ journeys. As a Customer Services Agent, you keep day?to?day airport operations running smoothly while ensuring every customer feels recognised, informed, and genuinely cared for - whatever the circumstances.
The role combines hands?on operational delivery with frontline service excellence. From check?in and boarding to disruption handling, you apply safety, security, and regulatory standards with precision, while adapting calmly under pressure. You stay current on product updates, support high?value customers with extra attentiveness, and work closely with colleagues, suppliers, and airport partners to maintain on?time, error?free performance.
When disruption occurs, your judgment and empathy matter most. By following local contingency plans and management direction, you help minimise impact, keep customers informed, and preserve trust in the Cathay experience. Every interaction is a chance to turn operational reliability into a lasting impression ? moving people forward with care.
Key Responsibilities
Item 1 of 10, Execute corporate safety, security, and regulatory requirements rigorously, maintaining full compliance with established standards Execute corporate safety, security, and regulatory requirements rigorously, maintaining full compliance with established standards
Item 2 of 10, Deliver operational tasks accurately and on time, achieving zero safety defects and security infringements Deliver operational tasks accurately and on time, achieving zero safety defects and security infringements
Item 3 of 10, Provide high?quality customer service at every touchpoint, creating genuine connections and memorable experiences Provide high?quality customer service at every touchpoint, creating genuine connections and memorable experiences
Item 4 of 10, Apply up?to?date product knowledge to support customer needs, including extra care for front?end and elite Marco Polo members Apply up?to?date product knowledge to support customer needs, including extra care for front?end and elite Marco Polo members
Item 5 of 10, Respond effectively to operational disruptions by following local contingency plans and management direction Respond effectively to operational disruptions by following local contingency plans and management direction
Item 6 of 10, Ensure customers are informed, cared for, and offered choices wherever possible during irregular operations Ensure customers are informed, cared for, and offered choices wherever possible during irregular operations
Item 7 of 10, Build strong teamwork by collaborating closely with colleagues, suppliers, and service partners Build strong teamwork by collaborating closely with colleagues, suppliers, and service partners
Item 8 of 10, Support supplier performance monitoring and assist with action plans and documented follow?up Support supplier performance monitoring and assist with action plans and documented follow?up
Item 9 of 10, Identify ancillary revenue opportunities such as excess baggage and upgrades, in line with company guidelines Identify ancillary revenue opportunities such as excess baggage and upgrades, in line with company guidelines
Item 10 of 10, Represent Cathay professionally within the airport community, maintaining effective relationships with authorities, partners, and other airlines Represent Cathay professionally within the airport community, maintaining effective relationships with authorities, partners, and other airlines
Requirements
Item 1 of 9, Post?secondary education is desirable Post?secondary education is desirable
Item 2 of 9, Good command of written and spoken English and Japanese (TOEIC 650 or above, JLPT N1 for non-Japanese) Good command of written and spoken English and Japanese (TOEIC 650 or above, JLPT N1 for non-Japanese)
Item 3 of 9, At least one year of airline or related industry experience is preferred At least one year of airline or related industry experience is preferred
Item 4 of 9, Demonstrated ability to work under pressure and independently Demonstrated ability to work under pressure and independently
Item 5 of 9, Strong sense of responsibility and a collaborative, team?oriented mindset Strong sense of responsibility and a collaborative, team?oriented mindset
Item 6 of 9, Well?developed interpersonal skills with a natural service?oriented approach Well?developed interpersonal skills with a natural service?oriented approach
Item 7 of 9, Ability to perform multi?tasked daily operations to company standards, including successfully completing all required training arranged by the department and Airport Operations Training Ability to perform multi?tasked daily operations to company standards, including successfully completing all required training arranged by the department and Airport Operations Training
Item 8 of 9, Willingness to take on additional responsibilities and work shift duties Willingness to take on additional responsibilities and work shift duties
Item 9 of 9, Must have the legal right to live and work in Japan Must have the legal right to live and work in Japan
Benefits
Item 1 of 10, Base salary: JPY250,000Base salary: JPY250,000
Item 2 of 10, Defined contribution pension plan: JPY55,000/month Defined contribution pension plan: JPY55,000/month
Item 3 of 10, Other allowances: the company regulations apply Other allowances: the company regulations apply
Item 4 of 10, Social insurance: Unemployment insurance, Worker's compensation insurance, Health insurance, Welfare pension insurance Social insurance: Unemployment insurance, Worker's compensation insurance, Health insurance, Welfare pension insurance
Item 5 of 10, Commuting expense allowance: Up to JPY50,000/month Commuting expense allowance: Up to JPY50,000/month
Item 6 of 10, Break time: 1 hour/day Break time: 1 hour/day
Item 7 of 10, Off day: Two days off every week Off day: Two days off every week
Item 8 of 10, Probation period: 3 months Probation period: 3 months
Item 9 of 10, Annual leave: 16 days in the first year after completing probationary period (prorated based on the month of joining) Annual leave: 16 days in the first year after completing probationary period (prorated based on the month of joining)
Item 10 of 10, Potential for additional discretional bonus (depends on the company's performance and financial status) Potential for additional discretional bonus (depends on the company's performance and financial status)
We believe that to move our customers forward, we must move our people forward first. Joining Cathay means unlocking a distinctive international lifestyle, supported by a foundation of excellence that respects your life both inside and outside of work.
Item 1 of 6, A Life in Motion: Highly discounted travel for you and your family A Life in Motion: Highly discounted travel for you and your family
Item 2 of 6, Design Your Journey: Benefit from structured career progression paths and world-class training Design Your Journey: Benefit from structured career progression paths and world-class training
Item 3 of 6, Security and Peace of Mind: Comprehensive medical coverage, a flexible retirement scheme, and competitive remuneration Security and Peace of Mind: Comprehensive medical coverage, a flexible retirement scheme, and competitive remuneration
Item 4 of 6, A Culture of Support: Work within a safe, collaborative environment at Cathay City that embraces diversity A Culture of Support: Work within a safe, collaborative environment at Cathay City that embraces diversity
Item 5 of 6, Well-being and Balance: Flexible work schedules and extensive well-being programmes Well-being and Balance: Flexible work schedules and extensive well-being programmes
Item 6 of 6, Rewarding Excellence: Special allowances for overnight and public holiday shifts where applicable Rewarding Excellence: Special allowances for overnight and public holiday shifts where applicable
Personal & Application Information
Application
Item 1 of 2, Cover letter in English detailing your motivation for applying Cover letter in English detailing your motivation for applying
Item 2 of 2, CV (both Japanese and English versions are mandatory )CV (both Japanese and English versions are mandatory)
Please ensure that the dates in your resume are written in the Gregorian calendar (AD/西暦).
Interview date:
Item 1 of 2, First-round interview: 04 or 05 June 2026 (in-person)First-round interview: 04 or 05 June 2026 (in-person)
Item 2 of 2, Final interview: 15 or 16 June 2026 (in-person)Final interview: 15 or 16 June 2026 (in-person)
Interview venue: Cathay Japan office (Minato-ku, Tokyo)
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.