Assistant Manager - Customer Recovery and Support
Cathay Pacific
- Hong Kong China
- Permanent
- Full-time
- ASD - Airport Services Delivery
- Hong Kong Special Administrative Region of China
- Cathay Pacific
- Application Deadline
- 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
- 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
- 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