Role Introduction

This role is part of a global team in our Customer Care Department dedicated to providing peace of mind and building lifetime relationships through world class customer care.

As the Assistant Manager Knowledge Management, you are empowered to manage all changes to Customer Care related policy and procedure, and ensure the compliance with International Air Transport Association (IATA) standard.

You will be responsible for maintaining the Knowledge Hub up to date and communicate the changes to Customer Care (CCD) community.

Key Responsibilities
Collaborate with business units to create policies and procedures for Customer Care and establish a knowledge base in the Knowledge HubAddress inquiries related to CCD policies and procedures from CCD teams and other departmentsInitiate discussions with upstream and downstream departments to resolve issues and identify opportunities for streamliningWork with CCD teams, Digital teams, and vendors to implement new features and enhancements in the Knowledge HubLead the review of existing knowledge in CCD, removing redundancies and transforming content for Knowledge Management readinessPerform quality checks on Knowledge Hub articles to ensure compliance with established standardsMaintain both English and Chinese content in the Knowledge Hub as necessaryAssist the Knowledge Management Lead in establishing content standards with vendor supportAid in managing changes arising from Knowledge Management adoptionReview customer feedback reports to assess the effectiveness of Knowledge Hub articles and continuously improve content for better customer experienceRequirements
Minimum 5 years contact centre operations experience, preferably in a leadership capacitySound knowledge of CCD related procedures and processesTeam player with strong communication & interpersonal skillsExcellent command of both spoken and written English and Chinese (Cantonese and Mandarin)Ability to work independently under pressure to meet tight timelineAbility to work collaboratively across internal departments and external vendorsDetailed minded, strong analytical abilities, planning and organization, critical thinking skillsStrong communication, influencing and negotiation skillPersonal & 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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