Role Introduction

Reports to: Customer Journey Manager - Disruptions

This role is part of the Customer Journey Recovery team in our Airport Service Delivery Department, which is dedicated to providing service recovery exercises during disruptions.

As the Assistant Manager for Customer Recovery and Support, your primary responsibility will involve managing and executing service recovery exercises during disruptions, as well as monitoring various social media platforms for potential brand-related issues.

You will closely coordinate with internal stakeholders to ensure seamless service during disruptions and effective branding on social media platforms.

 

Key Responsibilities

Proactive service recovery management

Collaborate with relevant teams during disruptions to assess customer impact and implement service recovery exercises promptlyEnsure real-time information dissemination from IOC to internal stakeholders.Obtain and modify passenger manifest timely during flight disruptions to facilitate proper service recoveryPrepare and send urgent customer communications such as Travel Advisories, QR codes, SMSs, emails, and lettersWork with various teams to ensure timely and appropriate communications to the relevant customersCreate accurate case records in the Customer Feedback and Compensation SystemOversee the accurate fulfillment of service recovery operationsAssist in data analysis related to proactive service recoveryCoordinate and advise on proactive service recovery requests from internal stakeholders on a daily basisReview and approve invoices for on-the-spot baggage-related payments to customers

Social media monitoring

Collaborate with vendors to monitor various social media platforms and generate reports for analysisIdentify potential crises by detecting negative sentiment, complaints, or rumors related to the brandMonitor sentiment regarding concurrent flight disruptions and CX products or servicesCoordinate responses to comments, inquiries, and complaints on social media platforms in a timely and professional mannerStay updated on social media trends and best practices

 

Requirements
Tertiary educationMinimum of five years of experience in hospitality, social media monitoring, or customer servicesProficiency in writing professional business correspondenceStrong command of spoken and written English and ChineseGood negotiation and influencing skillsStrong analytical and problem-solving abilitiesExcellent interpersonal skills with a positive mindsetStrong customer empathy and understanding of customer needs.Ability to work well under pressure and meet deadlinesA good team player with the ability to work independently.Effective time management skillsProficiency in MS Office and various social media platforms.Willingness to work 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 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.

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