The Customer Contact Team Lead will coordinate and lead their team in providing consistent quality service to customers and maximizing revenue generation through direct selling and ancillary income to achieve their team s sales and service goals, as part of the broader Customer Care Department (CCD) performance objectives. Manage the performance of the defined team to contribute to the overall CCD results and deliver excellent service to all customers. Encourage team members to take ownership of service delivery and have their individual contributions to CX. Create an atmosphere of respect, ensure that objectives are met and deliver appropriate support to direct reports. Motivate the team and lead by example. Key Responsibilities Operational leadership Leading the team to interact with and provide consistent excellent one stop shop service to our customers. Leading the team to meet key Customer Contact performance goals in terms of customer satisfaction, quality, productivity and key performance metrics Perform regular quality checks (QA) in order to evaluate the performance of the team. Anticipate escalation and handle complex Reservations and Ticketing related inquiries or case investigations for Head office departments. Be the key point of contact for Outports on Reservations and Ticketing related issues, and provide recommendations to resolve problems. Provide support to the Customer Support team and take up customer complaint cases based on operational needs. Monitor actual operation requirements and reshuffle resources where needed. Prepare reports for operational and management analysis. Provide effective feedback to Assistant Manager. Participate in head office projects and ensure CCD s concerns are well addressed and operational needs are considered in the development phases. People Development and Performance Management Lead, support and encourage own team to achieve success Supervise and mentor direct reports, encouraging positive team spirit and effective collaboration Develop employees with high potential and identify learning opportunities to ensure appropriate training and development Maintain active and ongoing dialogue in relation to employee goals and performance Demonstrate leadership and lead by example in accordance with Cathay Pacific s core values Enhance the employee experience in line with the role level and Cathay Pacific s internal brand promise Any other reasonable task as requested E&A Emergency and Accident and Crisis Response responsibilities as required Requirements Academic qualifications Graduate in any discipline. Certification in a relevant field Knowledge, skills, training and experience Good command of written and spoken English Minimum 5 years operational experience in the customer service field Mature with excellent interpersonal and people management skills. Interested in facilitating supportive and effective team relationship. Ability to manage, train and motivate staff. Dynamic personality with a focus on customer service and motivational skills. Strong negotiation and problem solving skills. Energetic and able to work under pressure. Good organisational and time management skills. Good knowledge of Altea Reservations system ARD Willing to work on shifts (including overnight shifts and weekends)

To execute the commercial strategies for the port in order to surpass revenue targets and commercial Key Performance Indicators as well as providing fit for purpose solutions to customers. Key Responsibilities Revenue Generation Help to implement Cargo Business Plan in alignment with local cargo strategies and specified Key Performance Indicators Support the Cargo Manager(s) and coordinate with the Cargo Sales and Reservations Officers to achieve revenue target and generate ancillary revenue Assist the Cargo Manager(s) to negotiate and execute sales contracts as required Help to generate revenue with the perspective of sales channels, product sales and offline sales development Champion Cathay products and provide excellent and consistent product solutions to customers Account Management and Sales Administration Conduct regular reviews of accounts performance and seek additional revenue opportunities from each account Coordinate with the Indoor Sales Team to provide customer-centric solutions to customers Assist in setting the annual revenue budget and Cargo Business Plan as required Manage the day-to-day relationship of client-servicing with customers to support revenue generation Collect, analyse and report market conditions, trends and activities as requested Provide superb sales and customer service in all customer touch points so as to drive premium selling rates and regular business Implement programmes on e-initiatives to drive penetration of e-Bookings and other Agent Self-Service functions Any other reasonable task as requested Partnerships and External Liaisons Assist the Cargo Manager(s) to manage relationships with shippers, key industry and trade partners and associations so that the Companys interests are well represented Give recognition to, and earn the loyalty of our highest value customers, including Cargo Clan Elite members EA Emergency and Accident and Crisis Response responsibilities as required Academic Qualifications High school graduation Knowledge, Skills, Training and Experience Minimum of 2 years experience in airline cargo sales, operations or customer service Strong knowledge of airlines and international airfreight industry Knowledge of CHAMP CargoSpot System is an advantage Strong communication and client management skills Sensitive to confidential data and numbers Proven success record in setting and achieving goals Ability to work independently Proficiency in the use of Microsoft Office Systems *Candidates must have the legal right to live and work in India