Job Detail

Customer Support Manager - Cathay Pacific Airways

Date Posted:Jul 21, 2021

Job Detail

  • Location:
    Hong Kong, Hong Kong, Hong Kong S.A.R.
  • Company:
  • Type:
    Full Time
  • Career Level:
    Department Head
  • Experience:
    10 Year
  • Gender:
    No Preference
  • Degree:
  • Apply Before:
    Jul 23, 2021

Job Description

  • To lead, manage and motivate the Customer Support team in Hong Kong and Hubs.This critical team is accountable for driving customer advocacy through timely and responsible handling of customer feedback.
  • To commit to continuous improvement and customer satisfaction, and be a catalyst for positive and customer centric change.
  • To be able to build good relationships and influence change.
  • To build a high performance team, lead and engage team to deliver results, ensure service quality standards are met and that productivity is always improving.
  • To actively participate as a member of the CCD Management team providing meaningful insights and though leadership.
Key Responsibilities

Leadership and operational management
  • Planning and delivering CRM strategies across all customer touch point to maintain customer loyalty 
  • Accountable for design/maintenance and the operation Customer Feedback and Compensation System (CFCS), data structure and architecture to ensure all required information are kept throughout the customer life cycle.
  • Overall management of the Customer Support operations and support team in Hong Kong
  • Keep oversight of- and support functions based in Outports
  • Monitor performance and efficiency to ensure service and quality standards are met.
  • Working closely with all departments to promote the first contact of resolution and the use of CRM data.
  • Ensure Customer Support processes and policies are compliant with regulatory
  • Ensure that the complaints and compensation systems, policies and procedures are fit for-purpose
  • Drive for service and product improvements based on insights from customer
    feedback and complaints and ensure that any changes deemed necessary by the
    business are implemented. Make sure relevant management reporting is in place, and recommendations put forward are well thought out, analysed and validated
  • Provide detailed analysis of VIP cases from senior managers and arrange swift
    handling to minimize damage to the brand and PR risks.
  • Be a change agent and support the company in managing complaints on social
    media channel
People Development and Performance Management
  • Lead, support and encourage own team to achieve success
  • Build a strong and motivated team to foster positive team spirit and facilitate teamwork
  • Develop employees with high potential and identify learning opportunities to ensure appropriate training and development programmes are in place
  • Maintain active and ongoing dialogue in relation to employee goals and performance
  • Actively engage with employees to enhance communication and their understanding of department goals
  • Demonstrate leadership and lead by example in accordance with Cathay Pacific’s brand values
  • Enhance the employee experience in line with the role level and the brand promise
  • Conduct performance appraisal of direct reports, including annual goalsetting, performance development plan, mid- and end year review.
  • Take ownership of the individual development of direct reports and guiding best practices on how they lead their teams for success.

Qualifications/ Experience: 

  • At least 10 year relevant experience of which 3-year in the capacity of a managerial level
  • Excellent written,interpersonal and communication skills.
  • Excellent leadership skills
  • Excellent influencing, strong negotiation and problem solving skills
  • Excellent customer service mindset
  • A change catalyst and commit to continuous improvement
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.

Job is expired

Company Overview

Tsim, Hong Kong, Hong Kong S.A.R.

Welcome to Cathay Pacific. We have over 200 destinations in our global network, but want to do more than just move you from A to B. We want to take you further in your journey, and ultimately, to move beyond. And we’re here to do what we can to... Read More

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