Reports to : Customer Social Media Lead

This position is the Assistant Manager of the Customer Social Media Team in the Customer Care Department. He/she will be part of a team of 5 Assistant Managers reporting directly to Customer Social Media Lead. The primary focus of this role is to monitor social media channels and proactively addressing passengers’ feedback and complaints. The team will be working round-the-clock (12-hour shifts, 4 days at a time), ensuring a comprehensive execution of brand strategies designed to maintain positive brand image, drive engagement, correct misinformation and prevent any social media crises.

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.

Deadline: 07 AUG 2024

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.

*Terms and Conditions Apply

For any frontline recruitment related enquiries, please reach out to us by Whatsapp +852 2747 2298