Role Introduction
Reports to: Customer Journey Manager Disruptions
Lead the coordination of proactive customer recovery when flight disruptions affect our customers. Working closely with operational and customer-facing teams, you will assess customer impact, maintain the flow of real-time information and turn recovery decisions into accurate, timely action.
Your work will span passenger manifests, travel advisories, quick response codes, text messages, emails and customer letters, alongside case creation in the Customer Feedback and Compensation System. You will collaborate with Digital Experience, Brand, Insights and Marketing, Customer Support and other internal stakeholders to make sure the right customers receive the right support at the right time.
Alongside disruption recovery, you will monitor social media for issues relating to current flight disruptions and Cathay products or services, coordinating professional responses where needed. It is purposeful work that combines sound judgement, customer empathy and cross-functional teamwork to help customers move forward when their journeys do not go as planned.
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
- 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 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 Microsoft Office
- 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 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.
