Service Centre Specialist
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.
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Location: Hong Kong
Reports to: Service Operations Lead
This role is responsible for delivering excellent technical/non-technical support to both internal and external customers 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 both internal and external customers with outstanding customer service, satisfaction, and timeliness within the organization’s service level targets.
Closing Date: 2022-07-07
Responsibilities
The Service Centre Specialist is accountable to the Service Operations Lead to:
- Support service centre activities on a scheduled shift pattern (including Sat, Sun, and Public Holiday) with days-off as compensation
- Perform the day-to-day activities of Service Centre to ensure:
incidents, requests, events and enquiries are received, recorded, categorized and prioritized accurately in a timely manner
incidents are resolved at first call or escalated timely to appropriate support parties
requests are fulfilled at first call 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
- Responsible for on shift support
- Accountable for Tech Lounge support on mobile device services and apps
- Coordinate activities to resolve incidents and restore to normal service
- Identify possible and potential problems and alert Problem Management Team
- Support service centre activities on a scheduled shift pattern (including Sat, Sun, and Public Holiday) with days-off as compensation
- Perform the day-to-day activities of Service Centre to ensure:
incidents, requests, events and enquiries are received, recorded, categorized and prioritized accurately in a timely manner
incidents are resolved at first call or escalated timely to appropriate support parties
requests are fulfilled at first call 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
- Responsible for on shift support
- Accountable for Tech Lounge support on mobile device services and apps
- Coordinate activities to resolve incidents and restore to normal service
- Identify possible and potential problems and alert Problem Management Team
Requirements
- Minimum 4 years’ solid working experience in the IT industry, with at least 1 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
- Good problem solving and analytical skills
- Good communication and interpersonal skills
- 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
- Good problem solving and analytical skills
- Good communication and interpersonal skills
Salary
Negotiable
Benefits
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Location
Validity
Expired