{"id":3765,"date":"2024-11-16T13:04:34","date_gmt":"2024-11-16T13:04:34","guid":{"rendered":"https:\/\/www.whitehattoolbox.com\/jobs\/assistant-manager-customer-recovery-and-support\/"},"modified":"2024-11-16T13:04:34","modified_gmt":"2024-11-16T13:04:34","slug":"assistant-manager-customer-recovery-and-support","status":"publish","type":"post","link":"https:\/\/www.whitehattoolbox.com\/jobs\/assistant-manager-customer-recovery-and-support\/","title":{"rendered":"Assistant Manager \u2013 Customer Recovery and Support"},"content":{"rendered":"<p>Cathay Pacific Airways is an international airline registered and based in Hong Kong, flying to over 190 destinations around the world.<span class=\"br\"><\/span>We are proud of our home Hong Kong, where the company was founded in 1946. Our corporate headquarters are located at Hong Kong International Airport. We employ over 21,000 people worldwide.<span class=\"br\"><\/span>We are also a founding member of the oneworld global alliance whose combined network serves over 750 destinations worldwide.<span class=\"br\"><\/span>Reports to: Customer Journey Manager Disruptions<span class=\"br\"><\/span>Department: Airport Services Delivery (ASD)<span class=\"br\"><\/span>The jobholder will be responsible for managing and implementing service recovery exercises during disruptions and monitoring various social media platforms for potential brand-related issues. The duties will involve coordinating with internal stakeholders to provide smooth services during disruptions as well as monitoring with social media platforms for branding purposes.<span class=\"br\"><\/span><b>Key Responsibilities<\/b><span class=\"br\"><\/span>Proactive service recovery management <\/p>\n<ul>\n<li>During disruptions, closely work with relevant teams to assess the customer impact, then manage and implement the service recovery exercise<\/li>\n<li>Ensure real time information flows from IOC to respective internal stakeholders<\/li>\n<li>Obtain and edit passenger manifest at the appropriate timing during flight disruption for delivery of proper service recovery<\/li>\n<li>Prepare and execute urgent customer communications to passengers (e.g.: Travel Advisories and QR codes for a specific flights, SMSs, emails and\/or letters to customers)<\/li>\n<li>Work with the Digital Experience, Brand, Insights and Marketing and Customer Support teams to ensure communications are sent as needed to the right sets of customers promptly<\/li>\n<li>Ensure case records are properly created in Customer Feedback and Compensation System<\/li>\n<li>Ensure service recovery is accurately fulfilled<\/li>\n<li>Support data analysis on proactive service recovery<\/li>\n<li>On a daily basis, coordinate and advise on proactive service recovery requests from internal stakeholders<\/li>\n<li>Review and approve invoices for baggage-related on-the-spot payments to customers<\/li>\n<\/ul>\n<p> Social media monitoring <\/p>\n<ul>\n<li>Closely work with vendor to monitor social media platforms (e.g. Little Red Book, Weibo, Wechat, Twitter, Facebook, Instagram, LinkedIn, etc.) and generate required reports for analysis<\/li>\n<li>Detect potential crises early on by identifying negative sentiment, complaints, or rumors related to CX brand. Stay alert to potential issues before they escalate into a full-blown crisis.<\/li>\n<li>Identify sentiment about concurrent flight disruption and CX product or services<\/li>\n<li>Coordinate appropriate handling of identified issues e.g work with relevant teams to respond to comments, inquiries, and complaints from customers or followers on social media platforms in a timely and professional manner<\/li>\n<li>Stay up to date with social media trends and best practices<\/li>\n<\/ul>\n<p><b>Requirements<\/b><\/p>\n<ul>\n<li>Tertiary education<\/li>\n<li>Minimum of five years in a hospitality, social media monitoring and\/or customer services-related field.<\/li>\n<li>The ability to write professional business correspondence is essential<\/li>\n<li>Strong command of both spoken and written English and Chinese.<\/li>\n<li>Good negotiation and influencing skills<\/li>\n<li>Strong analytical and problem-solving skills<\/li>\n<li>Excellent interpersonal skills with positive mind set<\/li>\n<li>Strong customer empathy traits and is able to empathise well with customers and understand customers\u2019 needs<\/li>\n<li>Able to work under pressure and meet tight deadlines<\/li>\n<li>Good team player with an ability to work independently<\/li>\n<li>Effective time management skills<\/li>\n<li>Proficient in MS Office and a variety of social media platforms<\/li>\n<li>Willing to work on shifts around the clock<\/li>\n<\/ul>\n<p> Application Deadline: 28 Nov 2024<span class=\"br\"><\/span>Personal &#038; Application Information<span class=\"br\"><\/span>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. Candidates not notified within eight weeks may consider their application unsuccessful. 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.<span class=\"br\"><\/span>*Terms and Conditions Apply<span class=\"br\"><\/span>For any frontline recruitment related enquiries, please reach out to us by Whatsapp +852 2747 2298<\/p>\n<p><center><b><a rel=\"nofollow noopener\" href=\"https:\/\/www.careerjet.hk\/jobad\/hk5fe7f29612f1237c47bf6b3b43d37fd1?affid=0852fd5db5a52cbcd75bf945aa534932\" class=\"button purchase\" target=\"_blank\">Apply Now<\/a> <\/b><\/center><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cathay Pacific Airways is an international airline registered and based in Hong Kong, flying to over 190 destinations around the world. We are proud of our home Hong Kong, where the company was founded in 1946. Our corporate headquarters are located at Hong Kong International Airport. We employ over 21,000 people worldwide. We are also<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"jetpack_post_was_ever_published":false},"categories":[42],"tags":[],"class_list":["post-3765","post","type-post","status-publish","format-standard","hentry","category-jobs-in-hong-kong"],"jetpack_publicize_connections":[],"jetpack-related-posts":[{"id":160624,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-senior-administration-officer-2\/","url_meta":{"origin":3765,"position":0},"title":"We\u2019re Hiring Senior \/ Administration Officer","author":"Admin","date":"March 18, 2026","format":false,"excerpt":"Recruit Ref: L060144478 Posting Date: 2026-03-16 HKIA Services Holdings Limited Hong Kong International Airport (HKIA) is one of the world's leading airports with a comprehensive air network connecting over 220 destinations worldwide. ...","rel":"","context":"In &quot;Jobs in Hong Kong&quot;","block_context":{"text":"Jobs in Hong Kong","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/jobs-in-hong-kong\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":160292,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-senior-administration-officer\/","url_meta":{"origin":3765,"position":1},"title":"We\u2019re Hiring Senior \/ Administration Officer","author":"Admin","date":"March 18, 2026","format":false,"excerpt":"Recruit Ref: L060144478 Posting Date: 2026-03-16 HKIA Services Holdings Limited Hong Kong International Airport (HKIA) is one of the world's leading airports with a comprehensive air network connecting over 220 destinations worldwide. In support of HKIA's development into an Airport City, HKIA Services Holdings Limited (HKIA SHL), a wholly subsidiary\u2026","rel":"","context":"In &quot;Jobs in Hong Kong&quot;","block_context":{"text":"Jobs in Hong Kong","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/jobs-in-hong-kong\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":108852,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/commercial-specialist-marketing\/","url_meta":{"origin":3765,"position":2},"title":"Commercial Specialist (Marketing)","author":"Admin","date":"August 27, 2025","format":false,"excerpt":"Menzies CNAC, formerly known as Jardine Aviation Services, provides best-in-class ground handling services at Hong Kong International Airport. Since 1946, we are the market leader in providing customized ground handling services, including ...","rel":"","context":"In &quot;Jobs in Hong Kong&quot;","block_context":{"text":"Jobs in Hong Kong","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/jobs-in-hong-kong\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":114211,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/superintendent-baggage-handling-system-maintenance\/","url_meta":{"origin":3765,"position":3},"title":"Superintendent, Baggage Handling System Maintenance","author":"Admin","date":"September 11, 2025","format":false,"excerpt":"Where Your Career Takes Flight Airport Authority Hong Kong (AA) manages and operates Hong Kong International Airport, one of the finest and busiest airports in the world. We now invite high calibre talent with creativity and passion to ...","rel":"","context":"In &quot;Jobs in Hong Kong&quot;","block_context":{"text":"Jobs in Hong Kong","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/jobs-in-hong-kong\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":161036,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-corporate-paralegal-legal-manager-international-law-firm-hong-kong\/","url_meta":{"origin":3765,"position":4},"title":"We\u2019re Hiring Corporate Paralegal \/ Legal Manager &#8211; International Law Firm (Hong Kong)","author":"Admin","date":"March 19, 2026","format":false,"excerpt":"About Our Client A leading international law firm is seeking a Corporate Paralegal or Legal Manager to join its high-performing team in Hong Kong. This is a fantastic opportunity for a motivated legal professional to gain hands-on experie...","rel":"","context":"In &quot;Jobs in Hong Kong&quot;","block_context":{"text":"Jobs in Hong Kong","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/jobs-in-hong-kong\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":123490,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-senior-bim-engineer\/","url_meta":{"origin":3765,"position":5},"title":"We\u2019re Hiring Senior BIM Engineer","author":"Admin","date":"December 7, 2025","format":false,"excerpt":"Sorry, the page you are looking for could not be found. Enter a job search below Latest jobs Senior BIM Engineer Hip Hing Construction Co Ltd Macau Hong Kong Hip Hing Construction Company Limited, a main contractor in Hong Kong undertaking various types of building and civil engineering projects, is\u2026","rel":"","context":"In &quot;Jobs in Hong Kong&quot;","block_context":{"text":"Jobs in Hong Kong","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/jobs-in-hong-kong\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"jetpack_sharing_enabled":true,"jetpack_likes_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/pg9e9d-YJ","jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/posts\/3765","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/comments?post=3765"}],"version-history":[{"count":0,"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/posts\/3765\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/media?parent=3765"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/categories?post=3765"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.whitehattoolbox.com\/jobs\/wp-json\/wp\/v2\/tags?post=3765"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}