At Cathay Pacific, we share one common aspiration: to be the world's best airline. We believe in looking for the best in our people, in working as a team, in doing the right thing by our shareholders and our communities.
With a global team, we offer a diverse range of career choices and opportunities - in the air, on the ground; in customer service, in the office; managerial or professional roles. Our team of great people each plays a key role to deliver the quality service that we are famous for.
Highlight
Location: Hong Kong
Reports to: Customer Journey Manager Disruptions
The job holder will act as the voice of customers in the Integrated Operations Centre (IOC)’s operational decision making by monitoring the operations for significant customer impact events (e.g. major delays, cancellations, diversions, etc.) and recommending customer centric actions. They will support all airports on the handling and co-ordination of significant customer impact events. They will also work with the leadership teams at the airports and the IOC to develop customer centric, feasible and cost effective recovery plans.
Closing Date: 2022-06-04
Responsibilities
- Coordinate, inform, make and recommend operational decisions with customers during the decision making process
- Represent and protect the Company's commercial interests during flight and service disruptions
- Support the frontline Airport Leadership Team on the planning of disruption and significant service failure handling and to execute the plans
- Guide and provide advices to airports during significant customer impact events to ensure the customer experience and the Cathay brand are protected and enhanced. This includes ensuring all Regulatory requirements (e.g. USDoT, ACAA, EAPP2, EU261) are complied with
- Coordinate the flight re-protection of disrupted customers in conjunction with the Mumbai Service Centre and the associated communication is made back to the airports
- Act as the central point of communication to communicate significant customer impact events, the decisions made, and customer impact across the Cathay Pacific Group
- Act as the “designated advocate for passengers’ interest”, and the Complaints Resolution Officer (as required by US Regulations) as needed for US operations
- Perform and coordinate on the spot and adhoc recovery for premium and CIP/VIP customers as required in conjunction with other departments (MPO/CCD/Corporate Affairs CAF
- Track and record decisions made, customer impact and other relevant operational information and decisions
Requirements
- Minimum 5 years airline customer service experience in an airport environment, preferably in a leadership capacity
- Strong analytical, interpersonal and leadership skills
- A change catalyst with customer focus, sound influencing and negotiation ability
- Excellent influencing skills
- An advantage to have working knowledge of Airline check-in, departure control, reservation system or flight schedule system(e.g. Amadeus – Customer Management, 1A – Reservation/Inventory)
Benefits
Please
Sign in to view relevant information
