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Assistant Manager Customer Journey & Recovery

  • ASD - Airport Services Delivery
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline
    17 May 2023
Role Introduction

Reports To: Customer Journey Manager Disruptions

The job holder will act as the voice of customers in the Integrated Operations Centre (IOC)’s operational decision making by monitoring the operations for significant customer impact events (e.g. major delays, cancellations, diversions, etc.) and recommending customer centric actions. They will support all airports on the handling and co-ordination of significant customer impact events. They will also work with the leadership teams at the airports and the IOC to develop customer centric, feasible and cost effective recovery plans.

Key Responsibilities

  • Coordinate, inform, make and recommend operational decisions with customers during the decision making process.
  • Represent and protect the Company's commercial interests during flight and service disruptions.
  • Support the frontline Airport Leadership Team on the planning of disruption and significant service failure handling and to execute the plans.
  • Guide and provide advices to airports during significant customer impact events to ensure the customer experience and the Cathay brand are protected and enhanced. This includes ensuring all Regulatory requirements (e.g. USDoT, ACAA, EAPP2, EU261) are complied with.
  • Coordinate the flight re-protection of disrupted customers in conjunction with the Mumbai Service Centre and the associated communication is made back to the airports.
  • Act as the central point of communication to communicate significant customer impact events, the decisions made, and customer impact across the Cathay Pacific Group.
  • Act as the “designated advocate for passengers’ interest”, and the Complaints Resolution Officer (as required by US Regulations) as needed for US operations.
  • Perform and coordinate on the spot and adhoc recovery for premium and CIP/VIP customers as required in conjunction with other departments (MPO/CCD/Corporate Affairs CAF.
  • Track and record decisions made, customer impact and other relevant operational information and decisions.

  • Minimum 5 years airline customer service experience in an airport environment, preferably in a leadership capacity.
  • Strong analytical, interpersonal and leadership skills.
  • A change catalyst with customer focus, sound influencing and negotiation ability.
  • Excellent influencing skills.
  • Working knowledge of CM, 1A Reservations, Inventory, FSS
  • Manage to perform overnight shift
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.

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