Company Description
Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, Cargo business like Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.
Cathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world’s leading international aviation centres.
Join us and discover just how far you can go!
Role Introduction
The Assistant Manager Customer Contact will lead the Global Customer Contact operations in a 24/7 environment. Manage and motivate the Customer Contact Team Lead(s) and indirectly the Customer Contact Specialists to achieve all revenue, service and operational KPIs as well as oversee all aspects of the service delivery.
Key Responsibilities
Leadership and operational management
- Take an active role in enhancing the CCD team’s performance and improving team productivity.
- Review work process, identify streamlining opportunities and eliminate repetition.
- Engage the team in the BPR (Business Process Re-engineering) process which involves reviewing work procedures, promote automation, adopt lean procedures so as to develop practical and cost-effective procedures.
- Foster effective team management through development and maintenance of an environment encouraging personal involvement in planning, communications, coaching and development of employees while sharing responsibilities and accountabilities to ensure successful contribution to department and company goals and objectives.
- Conduct formal performance appraisals of Customer Care Team Lead(s), including annual goal setting/performance development plan, mid-year and year- end performance review.
- Take ownership of the individual development of Customer Contact Team Lead(s) and guiding best practices on how they coach their teams for success.
- Consolidate and analyse customer feedback. Work closely with other departments for possible enhancement of our products, work processes, services and website usability etc., so as to improve sales and overall customer experience.
- Follow up on KPI variances. Conduct root cause analysis, identify gaps and implement fixes to address outliers.
- Handle customer complaints when required. Handle service recovery proactively so as to regain customer loyalty.
- Lead and participate in CCD projects with the aim to reach optimal cost effectiveness in overall CCD operations and leverage our global resources to deliver results and enforce CCD customer proposition.
- Promote automation and lean process. Maximise the use of the Work Force Management to project demand, plan resources and ensure optimal utilisation of resources.
Requirements
Academic Qualifications
- University degree, graduate in any stream.
- IATA certified or Diploma in International Airlines & Travel Management
Knowledge, Skills, Training And Experience
- Minimum 5 years’ operational experience in customer service field, preferably in the capacity of a supervisory level.
- Mature with excellent interpersonal and people management skills.
- Interested to facilitate supportive and effective team relationship
- Dynamic personality with a focus on customer service and motivational skills
- Strong negotiation and problem-solving skills.
- Excellent customer service orientation.
- Energetic, self-motivated and able to work under pressure.
Benefits
https://careers.cathaypacific.com/who-we-are/why-work-here
Cathay is proud to offer eligible employees competitive compensation & benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.
- Travel Privileges on Cathay Pacific Airways Global Network
- Extensive well-being programs including health and employee assistance program benefits to help you stay well.
- Paid Leave
- If this position requires a uniform, a uniform allowance will be provided.
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.
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.
We thank all candidates for your interest in Cathay, and regret that only shortlisted candidates will be notified. Candidates not notified within eight weeks may consider their application unsuccessful.
All job opportunities are published exclusively on our official website. We advise applicants not to apply through or respond to any third-party websites or domains. Kindly exercise caution and avoid unsolicited offers from unofficial sources.
