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Customer Support Manager Process Improvements

  • CCD - Customer Care
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline
    06 Oct 2023
Role Introduction

Reports To: Head of Customer Support

Customer Support plays a key role in enabling the Cathay Pacific Group to win back the loyalty of customers whom we have disappointed, and continuously improve the services we offer the travelling public. The role of the Customer Support Manager Process Improvements is to identify and prioritise areas for improvement to the customer journey and experience by identifying and prioritising business problems/ data received from all customer contact channels.

The job holder will help drive actionable insights and resolution of customer issues by influencing design in upstream departments and thereby reducing unnecessary contacts from reaching human agents. By combining his/her knowledge of customer feedback, the job holder will act as the conduit with upstream departments to convey strategic challenges and business goals. He/she will ensure that insights generated are articulated and executed on.

The Customer Support Manager Process Improvements will also work closely with major stakeholders on minimizing customer issues and therefore increasing operational effectiveness, efficiency and responsiveness of the Customer Support team.

In addition, the job holder will also manage the CS projects portfolio including Salesforce system enhancements.

Key Responsibilities

  • Analyse and prioritise frontend customer enquiries and complaints across the customer journey
  • Work with Digital Department in developing tools to quantify and analyse data
  • Identify key issues, gather data to investigate those issues and develop actionable recommendations for stakeholders
  • Work with the Customer Support Operations team to introduce a robust system for identifying issues that require attention
  • Identify analytical approaches for issues and apply a range of analytical tools to synthesize insights and develop solutions
  • Partner with Business Units to address pain points and inconsistencies and to drive improvements, ensuring that the Customer Support data feeds into our customer experience/voice of the customer programmes
  • Lead business initiatives effectively by obtaining stakeholder buy-in and aligning stakeholders on vision, scope and approach
  • Monitor and review initiatives to ensure consistency and alignment with overall experience strategy and principles
  • Closely partner with senior and line managers and other stakeholders on rectifying the issues
  • Set up rigorous tracking mechanisms to ensure process improvements are implemented once agreement has been reached and measure our progress in improving services
  • Able to scope projects and create workable project plans. She/he must plan ahead of resource requirements and should motivate and leverage available resources to execute on work plans. He/she must be able to meet commitments and balance competing priorities
  • Other responsibilities as directed by the Head of Customer Support which include managing the wider CS projects portfolio including Salesforce system enhancements

  • Undergraduate degree with 8+ years’ experience in customer service led industries
  • Minimum 5 years of Project Management experience
  • Qualifications in Lean or Project Management preferable
  • Data sensitive with strong analytical skills
  • Strong partnership building skills and ability to work with stakeholders of all levels
  • Strong organisation, multi-tasking and time-management skills                 
  • Change Management knowledge preferred, along with experience working in a matrix organisation and driving indirect change
  • Highly motivated and able to learn quickly and independently
  • Fluency in English necessary, knowledge of Cantonese and Mandarin preferred
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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