Role Introduction
This role is part of a global team in our Customer Care Department dedicated to providing peace of mind and building lifetime relationships through world class customer care.
As the Assistant Manager Knowledge Management, you are empowered to manage all changes to Customer Care related policy and procedure, and ensure the compliance with International Air Transport Association (IATA) standard.
You will be responsible for maintaining the Knowledge Hub up to date and communicate the changes to Customer Care (CCD) community.
Key Responsibilities
- Collaborate with business units to create policies and procedures for Customer Care and establish a knowledge base in the Knowledge Hub
- Address inquiries related to CCD policies and procedures from CCD teams and other departments
- Initiate discussions with upstream and downstream departments to resolve issues and identify opportunities for streamlining
- Work with CCD teams, Digital teams, and vendors to implement new features and enhancements in the Knowledge Hub
- Lead the review of existing knowledge in CCD, removing redundancies and transforming content for Knowledge Management readiness
- Perform quality checks on Knowledge Hub articles to ensure compliance with established standards
- Maintain both English and Chinese content in the Knowledge Hub as necessary
- Assist the Knowledge Management Lead in establishing content standards with vendor support
- Aid in managing changes arising from Knowledge Management adoption
- Review customer feedback reports to assess the effectiveness of Knowledge Hub articles and continuously improve content for better customer experience
Requirements
- Minimum 5 years contact centre operations experience, preferably in a leadership capacity
- Sound knowledge of CCD related procedures and processes
- Team player with strong communication & interpersonal skills
- Excellent command of both spoken and written English and Chinese (Cantonese and Mandarin)
- Ability to work independently under pressure to meet tight timeline
- Ability to work collaboratively across internal departments and external vendors
- Detailed minded, strong analytical abilities, planning and organization, critical thinking skills
- Strong communication, influencing and negotiation skill
Personal & Application Information
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. Candidates not notified within eight weeks may consider their application unsuccessful. 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.
