Customer Contact Team Lead

Company Description

Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, Cargo business like Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.

Cathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world’s leading international aviation centres.

Join us and discover just how far you can go!

Role Introduction

The Customer Contact Team Lead will coordinate and lead their team in providing consistent quality service to customers and maximising revenue generation through direct selling and ancillary income to achieve their team’s sales and service goals, as part of the wider Customer Care Department (CCD) performance objectives.

Manage the performance of the defined team to contribute to the overall CCD results and deliver the excellent service to all customers.

Encourage team members to take ownership of service delivery and have their individual contribution 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 customers.
• Leading the team to-, and meet key Customer Contact performance goals in terms of customer satisfaction, quality, productivity and key performance metrics
• Perform regular quality check (QA) in order to evaluate the performance of the team.
• Anticipate escalation and handle complex Reservations and Ticketing related inquiry or case investigation for Head office departments.
• Be the key point of contact for Outports on Reservations and Ticketing related issues and provide recommendation to resolve problems.
• Provide support to the Customer Support team and take up customer complaint cases based on operational needs.
• Monitor actual operation requirement and reshuffle resources where needed.
• Prepare reports for operational and management analysis.
• Provide effectiveness feedback to Assistant Manager.
• Participate in head office projects and ensure CCD’s concerns are being well addressed and operational needs are being considered in development phases.

Requirements

Academic Qualifications

• Graduation in any discipline is a must

Knowledge, skills, training and experience

• Good command of written and spoken English
• Minimum 5 years’ operational experience in 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)

Benefits

https://careers.cathaypacific.com/who-we-are/why-work-here

Cathay is proud to offer eligible employees competitive compensation & benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.

• Travel Privileges on Cathay Pacific Airways Global Network
• Extensive well-being programs including health and employee assistance program benefits to help you stay well.
• Paid Leave
• If this position requires a uniform, a uniform allowance will be provided.

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.

We thank all candidates for your interest in Cathay, and regret that only shortlisted candidates will be notified.

All job opportunities are published exclusively on our official website. We advise applicants not to apply through or respond to any third-party websites or domains. Kindly exercise caution and avoid unsolicited offers from unofficial sources.