Role Introduction
Reports to: Customer Journey Manager Disruptions
The jobholder will be responsible for managing and implementing service recovery exercises during disruptions and monitoring various social media platforms for potential brand-related issues. The duties will involve coordinating with internal stakeholders to provide smooth services during disruptions as well as monitoring with social media platforms for branding purposes.
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
- Closely work with vendor to monitor social media platforms (e.g. Little Red Book, Weibo, Wechat, Twitter, Facebook, Instagram, LinkedIn, etc.) and generate required reports for analysis
- Detect potential crises early on by identifying negative sentiment, complaints, or rumors related to CX brand. Stay alert to potential issues before they escalate into a full-blown crisis.
- Identify sentiment about concurrent flight disruption and CX 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, social media monitoring 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
- Good team player with an ability to work independently
- Effective time management skills
- Proficient in MS Office and a variety of social media platforms
- Willing to work on shifts around the clock
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.
