Customer Service Specialist
2 days ago
Cathay Pacific Airways Limited is a trusted partner in delivering exceptional customer experiences. Our Global Business Services Department establishes end-to-end processes and services to simplify, innovate, and automate our operations.
Job Description
We are seeking an experienced Customer Service Specialist to provide high-quality customer contact services efficiently and cost-effectively across our Hire To Retire function. The primary goal of this role is to deliver an exceptional customer experience for business units, employees, and external stakeholders by supporting teams in various locations and focusing on delivering first-class customer service, standardizing and simplifying policies and procedures, reviewing tools for documentation and information management, proposing and implementing improvement initiatives such as lean processes, robotics, and data management, and enhancing GBS visibility through internal communication channels.
Key Responsibilities
- Provide first-line support through emails and My Cases. Complete customer contact tasks to a high standard and within service level agreements (SLAs), ensuring compliance with relevant corporate/local policies and industry best practices.
- Provide regular operational feedback and suggestions to the Assistant Manager, Operational Support Services, and respective team lead, and anticipate and escalate risk matters promptly.
- Escalate requests to relevant teams in a responsive, timely, and efficient manner.
- Ensure information is communicated clearly and appropriately.
- Apply Lean processes to ensure that GBS meets or exceeds customer requirements.
- Maintain confidentiality and observe data protection and associated guidelines where appropriate.
Requirements
- Tertiary education in business, HR, or tourism discipline.
- 3+ years of experience in general administration within a Business Services / Shared Services environment.
- Ability to multi-task between daily operations and project initiatives in a fast-paced environment.
- Strong influencing and interpersonal skills to collaborate with Business Units and work with a diverse group of people to meet goals and objectives.
- Strong verbal and written communication skills in English and Chinese.
- Customer-centric attitude, focusing on resolving issues and performing with a customer-focused mindset.
- Open-minded in adopting technologies.
- Capability to work independently with a strong sense of responsibility.
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