Customer Contact Team Lead

Company Description

Let your passion fly! We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open a world of opportunities for you. This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere.Join us and discover just how far you can go!

Cathay Pacific has been recognized as a Great place to work in India.

Role Introduction

The Customer Contact Team Lead will coordinate and lead their team in providing consistent quality service to customers and maximizing revenue generation through direct selling and ancillary income to achieve their team’s sales and service goals, as part of the broader Customer Care Department (CCD) performance objectives.

Manage the performance of the defined team to contribute to the overall CCD results and deliver excellent service to all customers.

Encourage team members to take ownership of service delivery and have their individual contributions to CX.

Create an atmosphere of respect, ensure that objectives are met and deliver appropriate support to direct reports.

Motivate the team and lead by example.

Key Responsibilities

Operational leadership

• Leading the team to interact with and provide consistent excellent “one stop shop” service to our customers.
• Leading the team to meet key Customer Contact performance goals in terms of customer satisfaction, quality, productivity and key performance metrics
• Perform regular quality checks (QA) in order to evaluate the performance of the team.
• Anticipate escalation and handle complex Reservations and Ticketing related inquiries or case investigations for Head office departments.
• Be the key point of contact for Outports on Reservations and Ticketing related issues, and provide recommendations to resolve problems.
• Provide support to the Customer Support team and take up customer complaint cases based on operational needs.
• Monitor actual operation requirements and reshuffle resources where needed.
• Prepare reports for operational and management analysis.
• Provide effective feedback to Assistant Manager.
• Participate in head office projects and ensure CCD’s concerns are well addressed and operational needs are considered in the development phases.

People Development and Performance Management

• Lead, support and encourage own team to achieve success
• Supervise and mentor direct reports, encouraging positive team spirit and effective collaboration
• 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 performance
• Demonstrate leadership and lead by example in accordance with Cathay Pacific’s core values
• Enhance the employee experience in line with the role level and Cathay Pacific’s internal brand promise
• Any other reasonable task as requested

E&A

• Emergency and Accident and Crisis Response responsibilities as required

Requirements

Academic qualifications

• Graduate in any discipline.
• Certification in a relevant field

Knowledge, skills, training and experience

• Good command of written and spoken English
• Minimum 5 years’ operational experience in the customer service field
• Mature with excellent interpersonal and people management skills.
• Interested in facilitating supportive and effective team relationship.
• Ability to manage, train and motivate staff.
• Dynamic personality with a focus on customer service and motivational skills.
• Strong negotiation and problem solving skills.
• Energetic and able to work under pressure.
• Good organisational and time management skills.
• Good knowledge of Altea Reservations system ARD

• Willing to work on shifts (including overnight shifts and weekends)

Benefits

https://careers.cathaypacific.com/who-we-are/why-work-here

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