Service Centre Analyst
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: Service Operations Lead
This role is responsible for delivering excellent technical/non-technical support to internal with outstanding customer service, satisfaction, and timeliness within the organization’s service level targets.
Closing Date: 2022-07-07
Reports to: Service Operations Lead
This role is responsible for delivering excellent technical/non-technical support to internal with outstanding customer service, satisfaction, and timeliness within the organization’s service level targets.
Closing Date: 2022-07-07
Responsibilities
The Service Centre Analyst is accountable to the Service Operations Lead to:
- Support Service Centre activities on a scheduled 7x24 shift roster (including Saturday, Sunday and Public Holiday) with days-off as compensation.
- Provide analytic oversight into bots (e.g., Chatbot, Voicebot), Incident Management and Request Fulfilment processes and procedures to ensure that a high quality service is provided to both internal and external customers.
- Perform the day-to-day activities of Service Centre via multi-channels requests, but not limited to phones, web chat, e-forms, face-to-face, to ensure:
incidents, requests, events and enquiries are received, recorded, categorized and prioritized accurately in a timely manner
incidents are resolved at first contact or escalated timely to appropriate support parties
requests are fulfilled at first contact or dispatched timely to appropriate fulfilment parties
customers are kept informed of the progress of incident resolution and/or request fulfilment, the latest update about problem and crisis, and any upcoming changes and stoppages
outstanding incidents and requests are monitored and further escalated in case of potential SLA breaches
resolved incidents and fulfilled requests are verified before they are closed
accurate incident records are available to support problem management process
attend duties at Technical Lounge to resolve issues and requests related to mobile service
- Coordinate IT procurement and the delivery of service requests
- Coordinate activities to resolve incidents and restore normal service
- Identify possible and potential problems and alert Problem Management Team
- Act as deputy Team Lead in handling major incident, crisis management and escalation in according to the pre-defined processes, when required
- Contribute to service continuous improvement to boost efficiency of service centre operations or cost saving initiatives, e.g. LEAN / Six Sigma process, automation, improve First Contact Resolution
- Work with the Operations team and other cross-functional teams for development of bots, training and quality validation
- Identify business requirements for Scrum team to build solutions that drive automation and innovation
- Identify best practices and recommend improvements to our bots systems and processes
- Maintain knowledge of emerging technologies related to bots and corresponding enterprise software solutions
- Perform other related roles and responsibilities as assigned or required in response to business needs, e.g., handling customers’ enquiries during project rollout
- Support Service Centre activities on a scheduled 7x24 shift roster (including Saturday, Sunday and Public Holiday) with days-off as compensation.
- Provide analytic oversight into bots (e.g., Chatbot, Voicebot), Incident Management and Request Fulfilment processes and procedures to ensure that a high quality service is provided to both internal and external customers.
- Perform the day-to-day activities of Service Centre via multi-channels requests, but not limited to phones, web chat, e-forms, face-to-face, to ensure:
incidents, requests, events and enquiries are received, recorded, categorized and prioritized accurately in a timely manner
incidents are resolved at first contact or escalated timely to appropriate support parties
requests are fulfilled at first contact or dispatched timely to appropriate fulfilment parties
customers are kept informed of the progress of incident resolution and/or request fulfilment, the latest update about problem and crisis, and any upcoming changes and stoppages
outstanding incidents and requests are monitored and further escalated in case of potential SLA breaches
resolved incidents and fulfilled requests are verified before they are closed
accurate incident records are available to support problem management process
attend duties at Technical Lounge to resolve issues and requests related to mobile service
- Coordinate IT procurement and the delivery of service requests
- Coordinate activities to resolve incidents and restore normal service
- Identify possible and potential problems and alert Problem Management Team
- Act as deputy Team Lead in handling major incident, crisis management and escalation in according to the pre-defined processes, when required
- Contribute to service continuous improvement to boost efficiency of service centre operations or cost saving initiatives, e.g. LEAN / Six Sigma process, automation, improve First Contact Resolution
- Work with the Operations team and other cross-functional teams for development of bots, training and quality validation
- Identify business requirements for Scrum team to build solutions that drive automation and innovation
- Identify best practices and recommend improvements to our bots systems and processes
- Maintain knowledge of emerging technologies related to bots and corresponding enterprise software solutions
- Perform other related roles and responsibilities as assigned or required in response to business needs, e.g., handling customers’ enquiries during project rollout
Requirements
- Minimum 6 years’ solid working experience in the IT industry, with at least 2 years in a similar role
- Tertiary educations are desirable
- Certifications in ITIL is desirable
- Customer service oriented and good team player
- Knowledge and experience in Incident Management and Request Fulfilment processes
- Strong problem solving and analytical skills
- Good communication and interpersonal skills
- Self-motivator and self-starter
- Solid time management skills
- Creative ability and innovation mindset
- Ability to multitask and successfully operate in a fast paced, team environment
- Must adapt well to change and successfully set and adjust priorities as needed
- At least 1 year of experience in bots platforms or any other communications portals
- BMC Helix, Zendesk or any bots technology experience is a plus
- Solid experience in data analytics / AI / automation technology would be an advantage
- Tertiary educations are desirable
- Certifications in ITIL is desirable
- Customer service oriented and good team player
- Knowledge and experience in Incident Management and Request Fulfilment processes
- Strong problem solving and analytical skills
- Good communication and interpersonal skills
- Self-motivator and self-starter
- Solid time management skills
- Creative ability and innovation mindset
- Ability to multitask and successfully operate in a fast paced, team environment
- Must adapt well to change and successfully set and adjust priorities as needed
- At least 1 year of experience in bots platforms or any other communications portals
- BMC Helix, Zendesk or any bots technology experience is a plus
- Solid experience in data analytics / AI / automation technology would be an advantage
Salary
Negotiable
Benefits
Please Sign in to view relevant information
Location
Validity
Expired