Service Centre Specialist

1 week ago

Hong Kong Island, Hong Kong SAR China Cathay Pacific Full time

Role Introduction Reports to Service Centre Lead This role is responsible for delivering excellent technical/non-technical support on global internal customers with outstanding customer service, satisfaction, and timeliness within the organization’s service level targets. Key Responsibilities Support Service Centre activities on a scheduled 7x24 shift roster (including Saturday, Sunday and Public Holiday) with days‑off as compensation. Perform the day‑to‑day activities of Service Centre via multi‑channel requests, but not limited to phones, web chat, e‑forms, emails, face‑to‑face, to ensure: incidents, requests, events and enquiries are received, recorded, categorized and prioritised accurately and in a timely manner incidents are resolved at first contact or escalated timely to appropriate support parties requests are fulfilled at first contact or dispatched timely to appropriate fulfilment parties customers are kept informed of the progress of incident resolution and of request fulfilment, of the latest update about problem and crisis, and of any upcoming changes and stoppages outstanding incidents and requests are monitored and further escalated in case of potential SLA breaches resolved incidents and fulfilled requests are verified before they are closed accurate incident records are available to support problem‑management process attend duties at Technical Lounge to resolve issues and requests related to mobile service Coordinate IT procurement and the delivery of service requests. Coordinate activities to resolve incidents and restore normal service. Identify possible and potential problems and alert Problem Management Team. Requirements Minimum 4 years’ solid working experience in the IT industry, with at least 1 year in a similar role Tertiary education is desirable ITIL certifications are desirable Customer‑service oriented and good teamwork skills Knowledge and experience in Incident Management and Request Fulfilment processes Good problem‑solving and analytical skills Good communication and interpersonal skills Self‑motivator and self‑starter Ability to multitask and successfully operate in a fast‑paced, team environment Must adapt well to change and successfully set and adjust priorities as needed Experience with ITSM tools 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. Seniority level Associate Employment type Contract Job function Other Industries Airlines and Aviation #J-18808-Ljbffr

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