Role Introduction
In this role , you are responsible for managing day-to-day performance of the team, ensuring that quality standards and service levels are met, as part of the wider Customer Care Department (CCD) performance objectives
Key Responsibilities
- Lead and manage the operations and support teams in HKG, and support Hubs and Outport teams to ensure quality standards, service levels, and customer satisfaction levels are met.
- Supervise the handling and resolution of cases, monitoring performance and efficiency to ensure service and quality standards are met.
- Restore customer confidence through direct handling of customer feedback and case escalations, as and when needed, in a timely, thorough and professional manner.
- Work closely with legal/insurance teams and regulatory bodies to ensure case handling processes and policies are compliant with regulatory standards, and develop corresponding handling procedures to ensure full compliance with all global regulatory requirements.
- Conduct risk and impact analysis of the company’s internal operational changes that would affect operations and customer experience, and formulate corresponding templates and handling guides as required to ensure consistent handling.
- Monitor group common email accounts to ensure prompt response to internal departments, Outports, regulatory bodies, etc.
- Drive for service and product improvements based on insights from customer feedback, and represent in projects and working groups driven by different business areas.
- Review processes and procedures for improving operational effectiveness and customer satisfaction, and manage the office during weekends/public holidays on a rostered basis, as and when needed.
- Lead, support and encourage the team to achieve success, build a strong and motivated team to foster positive team spirit and facilitate teamwork, and develop employees with high potential by identifying learning opportunities and ensuring appropriate training and development programmes are in place.
- Actively engage with the team ensuring ongoing dialogue in relation to employee goals and performance, provide coaching to staff, demonstrate leadership in accordance with Cathay Pacific’s brand values, and carry out annual performance appraisals of direct reports while tracking performance against targets and providing constant feedback.
Requirements
- Tertiary education, preferably in English, Chinese, translation, or other disciplines requiring strong writing/language skills
- Minimum of five years in customer relations or customer services-related field.
- Ability to manage, train and motivate staff
- The ability to write professional business correspondence is essential
- Good command of both spoken and written English and Chinese.
- Good negotiation and influencing skills
- Mature, with strong analytical and problem-solving skills
- Excellent interpersonal skills with positive thinking and customer orientation
- Able to work under pressure and meet tight deadlines
- Good team player with an ability to work independently
- Effective time management skills Good phone skills are an advantage
- Willing to work at weekends/public holidays on a regular basis
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.
