Assistant Manager

Assistant Manager – Customer Social Media (10‑month contract) at Cathay Pacific Reports to: Customer Social Media Lead You will be part of the Customer Social Media Team within the Customer Care Department, where the focus is on delivering world‑class service and protecting Cathay’s brand reputation across social platforms. As an Assistant Manager you will proactively monitor and respond to customer feedback, resolve service issues, clarify misinformation, and reinforce positive brand experiences. The role offers the opportunity to develop strategic communication skills, contribute to real‑time crisis management, and be a key player in enhancing customer engagement through emerging digital channels. Key Responsibilities Restore customer confidence through direct, proactive handling of feedback and requests in a thorough and professional manner Handle feedback on social media channels, including rectifying and revising passenger bookings, membership, lifestyle matters, complaints, and misinformation Manage disruption and prevent crises by proactively reaching out to affected customers in a timely manner Collaborate closely with Brand, Insights and Marketing (BIM), Corporate Affairs (CAF), and external service providers to assure world‑class service and win customers back Strive for continuous improvement in the quality of communication with passengers Recommend improvements in operational effectiveness and customer satisfaction to the Customer Social Media Lead Ensure compliance with standards and guidelines set by the Customer Social Media Lead Maintain a positive brand image and win customers back Requirements 5 years of experience in corporate social media or airline customer service Bachelor’s degree Ability to write professional business correspondence Excellent command of spoken and written English and Chinese Mature with strong analytical and problem‑solving skills Excellent interpersonal skills with positive thinking and customer orientation Ability to work under pressure and meet tight deadlines Good team player with an ability to work independently Willingness to work 12‑hour shifts (4 days on, 4 days off), including weekends and public holidays Seniority Level: Mid‑Senior level Employment Type: Contract Job Function: Marketing and Sales; Industry: Airlines and Aviation 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. Records of your data are kept for only as long as necessary for the purpose of recruitment or for future job opportunities if you agree to longer periods of storage. If your application is unsuccessful, your details will be kept on file for as long as necessary to process your application or for further opportunities. Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with the company’s 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 necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods. #J-18808-Ljbffr