Role Introduction
This role is part of our Customer Care department - a contact centre hubs and satellites around the world focus on assisting our customers throughout their travel journey, to ensure they are fully supported no matter where, when or how they contact us.
In this role you will lead the Hong Kong Customer Contact operations. Manage and motivate the Customer Contact Team Leads and indirect to Customer Contact advisors to achieve all revenue, service and operational KPIs as well as oversee all aspects of the service delivery.
Key Responsibilities
- Enhance CCD team performance and productivity by actively leading improvement initiatives.
- Review and streamline work processes, eliminating repetition and promoting efficiency.
- Drive Business Process Re-engineering (BPR), Lean, and automation projects to deliver cost-effective solutions.
- Foster effective team management through planning, communication, coaching, and shared accountability.
- Identify talent, support succession planning, and strengthen team capability-building initiatives.
- Conduct formal performance appraisals of Customer Care Team Leads, including goal setting, development planning, and regular reviews.
- Take ownership of Team Leads’ individual development, guiding best practices for coaching and team success.
- Consolidate and analyze customer feedback, collaborating with other departments to enhance products, processes, services, and customer experience.
- Oversee day-to-day Customer Contact operations across voice and digital channels, ensuring service levels, quality standards, and customer satisfaction targets are achieved.
- Monitor KPI variances, conduct root cause analysis, implement corrective actions, handle escalated complaints, and lead CCD projects to optimize cost effectiveness, resource utilization, and service recovery.
Requirements
- Excellent command of written and comprehensive English.
- Minimum 5 years of operational experience in customer service, preferably at a supervisory level.
- Mature professional with strong interpersonal and people management skills.
- Skilled in fostering supportive and effective team relationships.
- Dynamic personality with a focus on customer service and motivational leadership.
- Proven people leadership and coaching capability, including experience managing leaders.
- Strong negotiation, problem-solving, and analytical skills.
- Excellent customer service orientation with a results-driven mindset.
- Energetic, self-motivated, and resilient under pressure.
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
