Assistant Manager - Customer Social Media (10-month contract)

Role Introduction

Reports to: Customer Social Media Lead

You will be part of the Customer Social Media Team within the Customer Care Department, where we are passionate about delivering world-class service and protecting Cathay’s brand reputation across social platforms. You will be part of a close-knit team of Assistant Managers, to provide timely and empathetic support to customers online.

As the Assistant Manager, you will proactively monitor and respond to customer feedback, resolve service issues, clarify misinformation, and reinforce positive brand experiences. You will collaborate with internal teams and external service providers to ensure our social media presence is responsive, professional and aligned with our brand values.

This role will give you the opportunity to develop strategic communication skills, contribute to real-time crisis management, and become a key player in enhancing our customer engagement through emerging digital channels.

Key Responsibilities

• Restoring customer confidence through direct, proactive handling of customer feedback and requests in a thorough and professional manner
• Handling customer feedback on social media channels, including proactively rectifying and revise passenger bookings, membership and lifestyle customer matters, handling complaints and correcting misinformation
• Managing disruption and preventing any crises by proactively reaching out to affected customers in a professional and timely manner
• Working closely with Brand, Insights and Marketing (BIM) and Corporate Affairs (CAF), as well as external service providers to assure world class customer service and win customers back
• Striving for continuous improvement in the quality of our communication with the passengers
• Making recommendations to Customer Social Media Lead for improvements in operational effectiveness and customer satisfaction
• Assuring meeting the standards and guidelines set by Customer Social Media Lead
• Maintaining positive brand image and winning the customers back

Requirements

• 5-year experience either in corporate social media or in airline customer service
• Bachelor’s degree
• The ability to write professional business correspondence is essential
• Excellent command of both spoken and written English and Chinese
• Mature, with strong analytical and problem-solving skills
• Excellent interpersonal skills with positive thinking and customer orientation
• Able to work under pressure and meet tight deadlines
• Good team player with an ability to work independently
• Ability to work on 12-hour shifts (4 days on, 4 days off), including weekends and public holidays

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.