Cathay is a premium travel lifestyle group based in Hong Kong, bringing people closer to the places, experiences and opportunities that matter to them. Our purpose - to move people forward in life — begins with our own people.
Across our airlines, cargo and lifestyle businesses, it is our people who turn journeys into experiences and ambition into progress. Joining Cathay means being part of a global community, united by thoughtful care, professional excellence and a can-do spirit - and supported to grow through a career that moves with you.

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.

• Execute corporate safety, security, and regulatory requirements rigorously, maintaining full compliance with established standards
• Deliver operational tasks accurately and on time, achieving zero safety defects and security infringements
• Provide high‑quality customer service at every touchpoint, creating genuine connections and memorable experiences
• Apply up‑to‑date product knowledge to support customer needs, including extra care for front‑end and elite Marco Polo members
• Respond effectively to operational disruptions by following local contingency plans and management direction
• Ensure customers are informed, cared for, and offered choices wherever possible during irregular operations
• Build strong teamwork by collaborating closely with colleagues, suppliers, and service partners
• Support supplier performance monitoring and assist with action plans and documented follow‑up
• Identify ancillary revenue opportunities such as excess baggage and upgrades, in line with company guidelines
• Represent Cathay professionally within the airport community, maintaining effective relationships with authorities, partners, and other airlines

• Post‑secondary education is desirable
• Good command of written and spoken English and Japanese (TOEIC 650 or above, JLPT N1 for non-Japanese)
• At least one year of airline or related industry experience is preferred
• Demonstrated ability to work under pressure and independently
• Strong sense of responsibility and a collaborative, team‑oriented mindset
• Well‑developed interpersonal skills with a natural service‑oriented approach
• Ability to perform multi‑tasked daily operations to company standards, including successfully completing all required training arranged by the department and Airport Operations Training
• Willingness to take on additional responsibilities and work shift duties
• Must have the legal right to live and work in Japan

• Base salary: JPY250,000
• Defined contribution pension plan: JPY55,000/month
• Other allowances: the company regulations apply
• Social insurance: Unemployment insurance, Workers compensation insurance, Health insurance, Welfare pension insurance
• Commuting expense allowance: Up to JPY50,000/month
• Break time: 1 hour/day
• Off day: Two days off every week
• Probation 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 (depends on the companys 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.

• A Life in Motion: Highly discounted travel for you and your family
• Design Your Journey: Benefit from structured career progression paths and world-class training
• Security and Peace of Mind: Comprehensive medical coverage, a flexible retirement scheme, and competitive remuneration
• A Culture of Support: Work within a safe, collaborative environment at Cathay City that embraces diversity
• Well-being and Balance: Flexible work schedules and extensive well-being programmes
• Rewarding Excellence: Special allowances for overnight and public holiday shifts where applicable

Application

• Cover letter in English detailing your motivation for applying
• 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:

1. First-round interview: 04 or 05 June 2026 (in-person)
2. 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.