Role Introduction
Reports to: CCD Hong Kong Hub Manager
This role is part of a global team within our Customer Care Department (CCD).
As the Assistant Manager of Customer Contact, you will lead the Global Contact Centre operations in a 24/7 environment. Your responsibilities will include managing and motivating the Contact Centre Leads, as well as indirectly overseeing the Customer Contact Specialists. You will strive to achieve all revenue, service, and operational KPIs while ensuring excellence in service delivery throughout Customer Care.
Key Responsibilities
- Take an active role in enhancing team’s performance and improving team’s productivity
- Review work processes, identify streamlining opportunities, and eliminate repetition
- Engage the team in the Business Process Re-engineering (BPR) process, which involves reviewing work procedures, promoting automation, and adopting lean procedures to develop practical and cost-effective solutions
- Foster effective team management by creating an environment that encourages involvement in planning, communication, coaching, and employee development, ensuring shared responsibilities for achieving department and company goals
- Conduct formal performance appraisals of Customer Care Team Lead(s), including monthly reviews, annual goal setting/performance development plans, and mid-year and year-end performance reviews
- Take ownership of the individual development of call center leads and guide best practices for coaching their teams for success
- Consolidate and analyze customer feedback, working closely with other departments for possible enhancements of our products, work processes, services, and website usability to improve sales and overall customer experience
- Follow up on KPI variances, conduct root cause analysis, identify gaps, and implement fixes to address outliers
- Handle customer complaints as required and manage service recovery proactively to regain customer loyalty
- Lead and participate in projects aimed at achieving optimal cost-effectiveness in overall Customer Care Department operations and leverage our global resources to deliver results and enforce the CCD customer proposition
- Promote automation and lean processes, maximizing the use of Work Force Management to project demand, plan resources, and ensure optimal utilization of resources
- Emergency and Accident and Crisis Response responsibilities as required
Requirements
- Tertiary qualification (including a Diploma) or equivalent
- Minimum 8 years of operational experience in customer service, such as Reservations, Ticketing, or Airports, preferably in a supervisory role
- Mature with strong interpersonal and people management skills
- Committed to fostering supportive and effective team relationships
- Dynamic personality with a focus on customer service
- Strong negotiation, motivational, and problem-solving skills
- Proficient in written and spoken English and Chinese
- Skilled in computer use and internet navigation
- Energetic, self-motivated, and able to work under pressure
- Willing to work shifts, including overnight and weekends
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.
