Reports to : Head of Customer Support (HKG)

This position is a leader of the Customer Support team of the Customer Care department. This critical team is accountable for driving customer advocacy through timely and responsible handling of customer feedback. He/she should be committed to continuous improvement and customer satisfaction and is therefore a catalyst for positive and customer centric change. He/she should have good relationships building skills and the ability to influence change. He/she is also responsible for the engagement and motivation of the team, develop and help them to ensure service quality standards are met and that productivity in the team is always improving.

Customer Support

• Planning and delivering Customer Relationship Management strategies across all customer touch point to maintain customer loyalty. Monitor performance and efficiency to ensure service and quality standards are met
• Overall management of the Customer Support operations in Hong Kong, Krakow, Mumbai, Guangzhou, and Taipei. Liaison with outport colleagues regarding all Customer Support matters
• Ensure processes and policies are compliant with regulatory standards for all complaints, non-complaints, and baggage cases. Ensure that the complaints and compensation systems, policies and procedures are fit for-purpose and working closely with other customer support managers on the same

• Provide detailed analysis of VIP cases from senior managers, legal and high-risk cases. Arrange swift handling to minimise damage to the brand and PR risks

Risk Management and compliance

• Support the identification of operational risks on an ongoing basis and assist develop action plans to mitigate the risks. Lead the team to develop and implement Customer Support risk management framework and procedures. Manage and support participation in all internal and external audit exercises on behalf of Customer Care Department (CCD) to ensure Customer Support operations is fully compliant with internal/ regulatory requirements. Ensure that CCD business continuity plan is regularly reviewed, updated and tested
• Participate in CX Non-Discrimination initiatives, disability in Air Travel (NBD) working group to ensure Customer Care Department is in full compliance of US DoT ruling in this respect. Review Complaint cases with cross departments to review and formulate service recovery

People Development and Performance Management

• Lead, coach, and mentor Customer Support assistant managers to enhance their skills and professional growth. Foster a culture of collaboration, motivation, and high performance to improve overall team engagement scores for the entire operational team. Conduct regular performance reviews and provide constructive feedback to the assistant managers

Additional Responsibilities

• Oversee the drafts and performance of Proactive Service Recovery team to enhance customer satisfaction
• Execute other ad hoc responsibilities as directed by the Head of Customer Support, ensuring alignment with organisational goals; including participate in ongoing projects and IATA and oneworld initiatives

E & A

• Emergency and Accident and Crisis Response responsibilities as required

Academic Qualifications

• Bachelors degree in any discipline is a must

Knowledge, Skills, Training and Experience

• Strong written and communication skills
• A change catalyst and commit to continuous improvement
• Customer centric mind-set
• At least 8 years relevant experience in which 5-year experience in managerial role

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.