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Customer Experience Champion

1 week ago

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

Cathay Pacific Airways Limited is seeking a Customer Experience Champion to join its Global Service Centre team. As a Customer Experience Champion, you will be responsible for delivering exceptional customer experiences through technical and non-technical support, ensuring outstanding customer satisfaction and timeliness in meeting the organization's service level targets.

About the Team

The Global Service Centre team is a dynamic and supportive team that works together to deliver excellent customer experiences.

Responsibilities
  • Support Service Centre activities on a scheduled 7x24 shift roster, including weekends and public holidays, with days-off as compensation.
  • Provide analytical oversight into Incident Management and Request Fulfilment processes and procedures to ensure high-quality service delivery to global internal customers.
  • Perform day-to-day activities of Service Centre via multiple channels, including phones, web chat, e-forms, emails, and face-to-face interactions, to ensure:
  1. Incidents are resolved at first contact or escalated timely to appropriate support parties.
  2. Requests are fulfilled at first contact or dispatched timely to appropriate fulfilment parties.
  3. Outstanding incidents and requests are monitored and further escalated in case of potential SLA breaches.
  4. Accurate incident records are available to support problem management processes.
Requirements
  • Minimum 6 years' solid working experience in the IT industry, with at least 2 years in a similar role.
  • Tertiary education and certifications in ITIL are desirable.
  • Customer service-oriented and good team player.
  • Knowledge and experience in Incident Management and Request Fulfilment processes.