Cathay is a premium travel lifestyle brand based in Hong Kong, bringing people closer to the places, experiences and opportunities that matter to them. Our purpose — to move people forward in life — begins with our own people.
Across our airlines, cargo and lifestyle businesses, it is our people who turn journeys into experiences and ambition into progress. Joining Cathay means being part of a global and inclusive community, driven by thoughtful care, progressive attitude and a can-do spirit — and supported to grow through a meaningful career that moves with you.
If you are seeking an opportunity to take flight, let your ambitions propel you higher and further. Make Your Career Move, together with Cathay.
Reports to : Customer Care Operations Manager
The Assistant Manager Customer Contact will lead the Global Customer Contact operations in a 24/7 environment. Manage and motivate the Customer Contact Team Lead(s) and indirectly the Customer Contact Specialists to achieve all revenue, service and operational KPIs as well as oversee all aspects of the service delivery.
- Lead and manage Customer Contact Team Leads and indirectly oversee Customer Contact Specialists to achieve revenue, service, and operational KPIs.
- Strengthen team performance by driving productivity improvements and fostering a collaborative, accountable team environment.
- Review and refine workflows to eliminate inefficiencies, streamline processes, and enhance operational effectiveness.
- Drive Business Process Re-engineering (BPR) initiatives, promoting automation and lean practices to improve cost efficiency and service delivery.
- Conduct performance management activities, including goal setting, development planning, and formal performance reviews for Team Leads.
- Coach and develop Team Leads to build leadership capability and enable effective team coaching practices.
- Analyse customer feedback and collaborate with internal stakeholders to enhance products, services, processes, and digital experience.
- Monitor KPI performance, investigate variances through root cause analysis, and implement corrective actions to address gaps.
- Manage escalated customer complaints and lead proactive service recovery efforts to restore customer confidence and loyalty.
- Lead or contribute to Customer Contact projects and utilise Workforce Management tools to forecast demand, plan resources, and optimise utilisation.
Academic Qualifications
- University degree, graduate in any stream.
- IATA certified or Diploma in International Airlines & Travel Management
Knowledge, skills, training and experience
- Minimum 5 years’ operational experience in customer service field, preferably in the capacity of a supervisory level.
- Mature with excellent interpersonal and people management skills.
- Interested to facilitate supportive and effective team relationship
- Dynamic personality with a focus on customer service and motivational skills
- Strong negotiation and problem-solving skills.
- Excellent customer service orientation.
- Energetic, self-motivated and able to work under pressure.
** Candidates must have the legal right to live and work in India.
https://careers.cathaypacific.com/who-we-are/why-work-here
Cathay is proud to offer eligible employees competitive compensation & benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.
- Travel Privileges on Cathay Pacific Airways Global Network
- Extensive well-being programs including health and employee assistance program benefits to help you stay well.
- Paid Leave
- If this position requires a uniform, a uniform allowance will be provided.
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only.
All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
We thank all candidates for your interest in Cathay, and regret that only shortlisted candidates will be notified. Candidates not notified within eight weeks may consider their application unsuccessful.
All job opportunities are published exclusively on our official website. We advise applicants not to apply through or respond to any third-party websites or domains. Kindly exercise caution and avoid unsolicited offers from unofficial sources.
