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Role Introduction
The Assistant Manager Customer Contact will lead the Global Customer Contact operations in a 24/7 environment.
Manage and motivate the Customer Contact Team Lead(s) and indirectly the Customer Contact Specialists to achieve all revenue, service and operational KPIs as well as oversee all aspects of the service delivery.
Key Responsibilities
Customer Contact
Take an active role in enhancing the CCD team’s performance and improving team productivity.
Review work process, identify streamlining opportunities and eliminate repetition.
Engage the team in the BPR (Business Process Re-engineering) process which involves reviewing work procedures, promote automation, adopt lean procedures so as to develop practical and cost-effective procedures.
Foster effective team management through development and maintenance of an environment encouraging personal involvement in planning, communications, coaching and development of employees while sharing responsibilities and accountabilities to ensure successful contribution to department and company goals and objectives.
Conduct formal performance appraisals of Customer Care Team Lead(s), including annual goal setting/performance development plan, mid-year and year-end performance review.
Take ownership of the individual development of Customer Contact Team Lead(s) and guide best practices on how they coach their teams for success.
Consolidate and analyse customer feedback. Work closely with other departments for possible enhancement of our products, work processes, services and website usability etc., so as to improve sales and overall customer experience.
Follow up on KPI variances. Conduct root cause analysis, identify gaps and implement fixes to address outliers.
Handle customer complaints when required. Handle service recovery proactively so as to regain customer loyalty.
Lead and participate in CCD projects with the aim to reach optimal cost-effectiveness in overall CCD operations and leverage our global resources to deliver results and enforce CCD customer proposition.
Promote automation and lean process. Maximise the use of the WorkForce Management to project demand, plan resources and ensure optimal utilisation of resources.
Relationships and stakeholder management
Work closely with the commercial and operations team to ensure an efficient and effective workplace.
Ensure smooth and effective communication and cooperation within the team and across departments.
People Development and Performance Management
Lead, support and encourage own team to achieve success
Build a strong and motivated team, ensuring the right organizational structure and the right people are in place to foster positive team spirit and facilitate teamwork
Supervise and mentor direct reports, encouraging effective collaboration
Demonstrate leadership and lead by example in accordance with Cathay’s core values
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 individual performance
Actively engage with employees to enhance communication and their understanding of department goals
Support the People Manager to design and conduct internal development programs including succession planning as appropriate ensuring alignment with Head Office direction
Enhance the employee experience in line with the role level and the internal brand promise
Emergency and Accident
Emergency and Accident and Crisis Response responsibilities as required
Requirements
Academic qualifications
University degree, graduate in any stream.
IATA certified or Diploma in International Airlines & Travel Management
Knowledge, Skills, Training And Experience
Minimum 5 years operational experience in the customer service field, preferably in the capacity of a supervisory level.
Mature with excellent interpersonal and people management skills.
Interested to facilitate supportive and effective team relationship
A dynamic personality with a focus on customer service and motivational skills
Strong negotiation and problem-solving skills.
Excellent customer service orientation.
Energetic, self-motivated and able to work under pressure.
Candidates must have the legal right to live and work in India.
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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Airlines and Aviation
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