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Cabin Crew Development Officer

  • Corporate Services
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline

Reports to: Assistant Manager - Cabin Crew Development
Department: Inflight Services Department

The job holder will support the case management functions of all potential disciplinary cases.  He/she will provide administrative supports to Assistant Manager – Cabin Crew Development and Cabin Crew Development Executives, including compiling data and reports on Cabin Crew Development Team’s case management statistics.  He/she will also be responsible to evaluate and resolve simple cases directly with crew in a fair, positive and encouraging manner.

Key Responsibilities:

Case management:

  • Prepare and send customer compliment letters to Team Managers and crew in a timely manner
  • Initiate preliminary inquiry email to crew so as to enhance efficiency and to prevent backlog
  • Handle simple case investigations and resolution in a fair and timely manner
  • Record and prepare interview summaries. Ensure they are sent to the crew post interview
  • Inform crew of the resolution in a sensitive and encouraging manner

Case Administration:

  • Open new cases and log in Team’s shared drive for case handling
  • Assign cases to Cabin Crew Development Executives to follow up with crew
  • Update the People Hub crew profiles with the information
  • Manage the common account and ensure all enquiries and cases are handled in a timely manner
  • Update and maintain all the information on cases accurately
  • Responsible for all the administrative tasks in the Team e.g. filing in ECM, PHub, order stationery, etc

Reports:

  • Generate monthly statistical report of received/closed cases such as recognition letters and other disciplinary cases

Others:

  • Support the Asst. Managers on E&A and any ad hoc tasks or projects as required
  • Manage stationary supplies for the Performance Support Team
  • Carry out any other tasks and duties as required by Assistant Manager Performance Support

Requirements:

  • University graduate with relevant work experience in airline or hospitality industry
  • Methodical and detail oriented with excellent planning and organising skills
  • Previous case management experience is an advantage
  • Familiar with the People systems, policies and procedures
  • Mature individual with high EQ with strong interpersonal skills 
  • Good working relationships with other operational department
  • Understanding of cabin crew working conditions and culture
  • Strong command of written and spoken English 

Application deadline: 25 February 2021

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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