Role Introduction
Reports to: Customer Journey Manager Disruptions
As the Assistant Manager for Customer Recovery and Support, your primary responsibility will involve managing and executing service recovery exercises during disruptions and monitoring various social media platforms for potential brand-related issues. This role requires close coordination with internal stakeholders to ensure seamless services during disruptions and effective branding on social media platforms.
Key Responsibilities
Proactive service recovery management
- Collaborate with relevant teams during disruptions to assess customer impact and implement service recovery exercises promptly
- Ensure real-time information dissemination from IOC to internal stakeholders.
- Obtain and modify passenger manifest timely during flight disruptions to facilitate proper service recovery
- Prepare and send urgent customer communications such as Travel Advisories, QR codes, SMSs, emails, and letters
- Work with various teams to ensure timely and appropriate communications to the relevant customers
- Create accurate case records in the Customer Feedback and Compensation System
- Oversee the accurate fulfillment of service recovery operations
- Assist in data analysis related to proactive service recovery
- Coordinate and advise on proactive service recovery requests from internal stakeholders on a daily basis
- Review and approve invoices for on-the-spot baggage-related payments to customers
Social media monitoring
- Collaborate with vendors to monitor various social media platforms and generate reports for analysis
- Identify potential crises by detecting negative sentiment, complaints, or rumors related to the brand
- Monitor sentiment regarding concurrent flight disruptions and CX products or services
- Coordinate responses to comments, inquiries, and complaints on social media platforms in a timely and professional manner
- Stay updated on social media trends and best practices
Requirements
- Tertiary education
- Minimum of five years of experience in hospitality, social media monitoring, or customer services
- Proficiency in writing professional business correspondence
- Strong command of spoken and written English and Chinese
- Good negotiation and influencing skills
- Strong analytical and problem-solving abilities
- Excellent interpersonal skills with a positive mindset
- Strong customer empathy and understanding of customer needs.
- Ability to work well under pressure and meet deadlines
- A good team player with the ability to work independently.
- Effective time management skills
- Proficiency in MS Office and various social media platforms.
- Willingness to work 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.
