Role Introduction
Reports to: Customer Journey Manager Disruptions
This role is part of the Customer Journey Recovery team in our Airport Service Delivery Department, which is dedicated to providing service recovery exercises during disruptions.
As the Assistant Manager for Customer Recovery and Support, your primary responsibility will involve managing and executing service recovery exercises during disruptions, as well as monitoring various social media platforms for potential brand-related issues.
You will closely coordinate with internal stakeholders to ensure seamless service during disruptions and effective branding on social media platforms.
Key Responsibilities
Proactive service recovery management
- During disruptions, closely work with relevant teams to assess the customer impact, then manage and implement the service recovery exercise
- Ensure real time information flows from IOC to respective internal stakeholders
- Obtain and edit passenger manifest at the appropriate timing during flight disruption for delivery of proper service recovery
- Prepare and execute urgent customer communications to passengers (e.g.: Travel Advisories and QR codes for a specific flights, SMSs, emails and/or letters to customers)
- Work with the Digital Experience, Brand, Insights and Marketing and Customer Support teams to ensure communications are sent as needed to the right sets of customers promptly
- Ensure case records are properly created in Customer Feedback and Compensation System
- Ensure service recovery is accurately fulfilled; support data analysis on proactive service recovery
- On a daily basis, coordinate and advise on proactive service recovery requests from internal stakeholders; review and approve invoices for baggage-related on-the-spot payments to customers
Social media monitoring
- Identify sentiment about concurrent flight disruption and Cathay product or services
- Coordinate appropriate handling of identified issues e.g work with relevant teams to respond to comments, inquiries, and complaints from customers or followers on social media platforms in a timely and professional manner; stay up to date with social media trends and best practices
Requirements
- Tertiary education; minimum of five years in a hospitality and/or customer services-related field.
- The ability to write professional business correspondence is essential; strong command of both spoken and written English and Chinese.
- Good negotiation and influencing skills
- Strong analytical and problem-solving skills
- Excellent interpersonal skills with positive mind set
- Strong customer empathy traits and is able to empathise well with customers and understand customers’ needs
- Able to work under pressure and meet tight deadlines; effective time management skills
- Good team player with an ability to work independently
- Proficient in MS Office
- Willing to work on shifts around the clock
