Job Description

• CCD - Customer Care
• Mumbai, India
• Cathay Pacific
• Application Deadline
  31 Jan 2024

Company Description
Let your passion fly! We\xe2\x80\x99re proud to be one of the world\xe2\x80\x99s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that\xe2\x80\x99s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won\xe2\x80\x99t be your last. It could take you anywhere. Join us and discover just how far you can go! Role Introduction
Actively support the Customer Care Department (CCD) to achieve department objectives by providing high quality, accurate and timely professional administration and assistance consistent with the operating practices of the organisation. Key Responsibilities
CCD

• Execute the key CCD responsibilities of rostering and transportation with the aim to reach optimal manpower and cost effectiveness in overall CCD.
• Maximise the use of the Work Force Management to project demand, plan resources and ensure optimal utilisation of resources.
• Support channel mix strategy and Service levels commitments though real time review of the capacity and make adjustments.
• Ensure daily and precise adherence schedule updates to ensure an accurate representation on the employee scorecard.
• Ensure optimal resource planning with effective management of the leave planner
• Review work process, identify streamlining opportunities and eliminate
• Promote automation and lean process wherever possible and/or as per direction from Department / Head Office.
• Support the Customer Care operations when required, ensuring to meet key Customer Care performance goals in terms of customer satisfaction, quality, productivity and key performance metrics.
• Be able to identify and capture every sales opportunity to improve revenue generation.
• Identify operational issues and suggest possible improvements.

Finance

• Take ownership of accurately reviewing invoices, create Purchase Orders in SAP and ensure all payments are completed within given timelines.

People

• Perform an active role in the recruitment and selection process by providing on-site support as and when required.
• Responsible for rolling out the Buddy Programme for new joiners and guiding them with regards to best practices of the organisation.
• Conduct on-the-job training and provide coaching/ mentoring to Customer Care Advisors at all levels.
• Foster excellent teamwork, sense of commitment, reliability and accountability, and provide guidance and support to strengthen the team.

E&A

• Emergency and Accident and Crisis Response responsibilities as required.

Requirements
Knowledge, Skills, Training and Experience

• Graduation in any field is a minimum.
• Two years\xe2\x80\x99 experience in Customer Care Department.
• Highly evolved Analytical skills and numerically savvy.
• Strong time management skills with the ability to prioritise and adapt to changing tasks.
• Able to work independently.
• Strong sense of responsibility.
• Good communication and interpersonal skills.
• Good command of English.
• IT literacy including Microsoft applications; Word, Excel, PowerPoint.
• Willing to work in shifts.

** Candidates must have the legal right to live and work in India. Benefits
https://careers.cathaypacific.com/who-we-are/why-work-here 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.