Role Introduction
Report to : Customer Contact Channel Experience Lead
The job holder is supporting the CCD Channel Experience Lead to challenge current customer journey across all channels, identify issues and drive improvements.
Key Responsibilities
- Work together with CCD Channel experience team in designing tools and methodology for CCD hubs and satellite sites to assess agent performance, technical skills and adherence to procedures
- Perform service quality evaluation for CCD agents whenever needed
- Carry out thematic audit and report on findings as required by Channel Experience Lead
- Perform NPS detractor call out to collect feedback from customers, summarize the findings and feedback to relevant teams to improve overall customer experience
- Perform transactional audit on high risk transactions identified at Customer Care operations
- Review and analyse customer feedback, provide summary to respective CCD teams
- Support the Channel Experience Lead in reviewing digital and human-assisted channels available in Customer Care
Requirements
- Minimum 2 years’ experience in Contact Centre operations
- Experience in Quality Assurance is an advantage
- Tertiary educations are desirable
- Strong in both English and Chinese verbal and written communication skills
- Strong interpersonal, problem solving and analytical skills
- Computer literacy with knowledge in Microsoft Office
- Be able to work independently under pressure
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.