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Service Centre Operations Analyst

2 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China Cathay Pacific Airways Limited Full time
Job Description

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.
  • Provide analytic oversight into Incident Management and Request Fulfilment processes and procedures to ensure that a high-quality service is provided to global internal customers.
  • Perform the day-to-day activities of Service Centre via multi-channels requests, but not limited to phones, web chat, e-forms, emails, face-to-face, to ensure:
    • 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.
    • Outstanding incidents and requests are monitored and further escalated in case of potential SLA breaches.
    • Accurate incident records are available to support problem management process.
    • Attend duties at Technical Lounge to resolve issues and requests related to mobile services.
  • Coordinate IT procurement and the delivery of service requests.
  • Drive service continuous improvement to boost efficiency of service centre operations or cost saving initiatives, e.g., LEAN / Six Sigma process, automation, improve First Contact Resolution.