Key Responsibilities and Tasks：
o Leading the team to interact with- and provide consistent excellent “one stop shop” service to customers.
o Leading the team to-, and meet key Customer Contact performance goals in terms of customer satisfaction, quality, productivity and key performance metrics
o Perform regular quality check (QA) in order to evaluate the performance of the team.
o Anticipate escalation and handle complex Reservations and Ticketing related inquiry or case investigation for Head office departments.
o Provide support to Customer Support team and take up customer complaint cases based on operational needs.
o Monitor actual operation requirement and reshuffle resources where needed
o Prepare reports for operational and management analysis.
o Provide effectiveness feedback to the Assistant Manager Customer Contact
o Participate in head office projects and ensure CCD’s concern been well addressed and operation needs been considered in development phase.
o People Development and Performance Management
o Foster excellent teamwork, sense of commitment, reliability and accountability, and provide guidance and support to strengthen the team
o Ensure that proper training and briefing are provided to the team for ongoing development and keep abreast up-to-date skills and knowledge.
o Provide input to performance appraisals of Customer Care Advisors and –Specialists at mid-year and year- end performance review.
o Conduct regular staff meetings and team activities.

Qualifications / Experience：
o College or above and recognized by Ministry of Education
o Good command of written and comprehensive English, Level III or above in PETS
o Minimum 5 years’ operational experience in customer service field
o Mature with excellent interpersonal and people management skills.
o Interested in facilitating supportive and effective team relationship.
o Ability to manage, train and motivate staff.
o Dynamic personality with a focus on customer service and motivational skills.
o Strong negotiation and problem solving skills.
o Energetic and able to work under pressure.
o Good organisational and time management skills.
o Good knowledge of Altea Reservations system ARD.
o Willing to work on shifts (including overnight shifts and weekends)
Working Hours：
o Shift work time
o 8 hours of work per day, 2 days off per week

Compensation and Benefits：
o Generous pay including: Year-end Bonus, with a maximum annual pay up to 160K in the first year of employment
o Enjoys 12 days of annual leave and national statutory leave in the first year of employment, with annual leave increasing according to seniority
o Purchases various social insurance, housing fun and additional critical illness insurance in accordance with national regulations
o Provides Cathay Pacific Airways Staff Rebated Tickets for our employees
o Comprehensive vocational training includes: orientation courses, telephone etiquette, aviation industry professional system operation, aviation industry operation knowledge and ticketing knowledge courses etc.