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Customer Services Officer


Cathay Pacific
Location: China
Job type: Permanent
Sector: IT & Communications
Category: Customer Service Jobs
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Cathay Dragon, an affiliate member of oneworld, is a Hong Kong-based airline operating a fleet of 42 passenger aircraft and serving 53 regional destinations, including 23 cities in Mainland China. Cathay Dragon has been recognized for its product and service quality, and was named as Skytrax 'World's Best Regional Airline' for fourth time. Cathay Dragon is part of the Cathay Pacific Group, providing seamless connectivity for passengers to more than 200 cities around the globe.

Notes:

1. All China based positions are subject to local terms and conditions.

2. Applicants must have the right to live and work in Mainland China. We are unable to assist applicants with visa or work permit applications.

3. Once employment is confirmed, the employment contract and personnel file will be arranged through local FASCO/ FESCO

Department: Airport

Reports to: Airport Services Supervisor

Location: Zhengzhou, China

Purpose:

Oversee and supervise suppliers’ day-to-day assigned functions to ensure that overall operations run smoothly and efficiently conforming to safety and security requirements.

Deliver the best possible operation and the airport service experience to ensure our customers always feel special, valued and recognised regardless of circumstance.

Key Responsibilities:

Safety First, Quality Always

* Rigorously execute corporate safety, security and quality policies to ensure the station, staff and suppliers are fully compliant with all regulatory requirements and quality standards

* Achieve absolute operational integrity with zero safety defects and security infringements

* Support local airport management to identify and mitigate personal, safety and security risks in the airport environment for our customers and in the workplace for staff (suppliers included)

Operational Excellence

* Supervise and support suppliers to operate efficiently being on time and error free

* Ensure suppliers are equipped with high proficiency of knowledge and skills required for their assigned tasks

* Support local airport management to conduct regular Quality Control checks on station performance, including provision of service by suppliers

* Willing to take up additional responsibilities and work shift duties

* Undertake any other reasonable task as requested

Outstanding Product and Services

* Support suppliers to deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection and memorable experiences for our customers across all points of contact

* Ensure suppliers are up-to-date with the latest product knowledge

* Support the use of new technologies in the provision of service to customers

* Give recognition to our highest-value customers (front-end and elite MPO)

Crisis Management Capability and Preparedness

* Familiarity with contingency plans and manual fall-back procedures to meet the required standards

* Support local airport management to manage (guide suppliers) flight disruptions and irregularities

* Ensure customers are cared for, informed and given choice where possible through the use of disruption management tools

People and Team

* Support the frontline team (suppliers) by role modelling, leading by example and providing on-the-job coaching to succeed and champion teamwork

* Encourage the team (suppliers) to adopt new challenges and changes

* Monitor day-to-day team and/or individual performance of suppliers and make suggestions for improvement to local airport management

Supplier Management

* Support local airport management to conduct regular performance review meetings with suppliers, and keep track of progress with documented records

Cost Efficiency and Productivity

* Support local airport management to drive down costs in day-to-day operation

* Support station administration duties

Represent CX/KA interests in the Airport Community

* Support local airport management to work with external parties in the best interests of the Company – authorities, suppliers and service providers, oneworld partners, and other airlines

* Protect the Company’s reputation

Requirements:

* University / College degree;

* Having Customer Service experience, particularly in airlines or airport services is preferred;

* Demonstrable ability to work independently with good decision-making skills;

* Be able to work shift, including night shift;

* Self-motivated and enjoys teamwork;

* Strong customer service mentality with superior interpersonal skills;

* Good technical knowledge and capability (multi-skilled) to perform each airport job function (with a requirement to pass all training arranged by department and AHQ);

* Good understanding of Company policies and procedures and required local and international regulatory procedures;

* Ability to work in pressurised situations such as disruption, Emergency and Accident and contingency situations;

* Adapts to constant change;

* Good command of both spoken and written English;

* Good PC knowledge in MS Office;

* PRC national register or holding PRC ID card;

Competencies:

* Analysis and Problem Solving

* Customer Focus

* Teamwork and Building Partnerships

* Communication

* Interpersonal Effectiveness

* Coping with Pressure

Application Deadline: 30 Sep, 2017

Cathay Dragon 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.
Cathay Dragon, an affiliate member of oneworld, is a Hong Kong-based airline operating a fleet of 42 passenger aircraft and serving 53 regional destinations, including 23 cities in Mainland China. Cathay Dragon has been recognized for its product and service quality, and was named as Skytrax 'World's Best Regional Airline' for fourth time. Cathay Dragon is part of the Cathay Pacific Group, providing seamless connectivity for passengers to more than 200 cities around the globe.

Notes:

1. All China based positions are subject to local terms and conditions.

2. Applicants must have the right to live and work in Mainland China. We are unable to assist applicants with visa or work permit applications.

3. Once employment is confirmed, the employment contract and personnel file will be arranged through local FASCO/ FESCO

Department: Airport

Reports to: Airport Services Supervisor

Location: Zhengzhou, China

Purpose:

Oversee and supervise suppliers’ day-to-day assigned functions to ensure that overall operations run smoothly and efficiently conforming to safety and security requirements.

Deliver the best possible operation and the airport service experience to ensure our customers always feel special, valued and recognised regardless of circumstance.

Key Responsibilities:

Safety First, Quality Always

* Rigorously execute corporate safety, security and quality policies to ensure the station, staff and suppliers are fully compliant with all regulatory requirements and quality standards

* Achieve absolute operational integrity with zero safety defects and security infringements

* Support local airport management to identify and mitigate personal, safety and security risks in the airport environment for our customers and in the workplace for staff (suppliers included)

Operational Excellence

* Supervise and support suppliers to operate efficiently being on time and error free

* Ensure suppliers are equipped with high proficiency of knowledge and skills required for their assigned tasks

* Support local airport management to conduct regular Quality Control checks on station performance, including provision of service by suppliers

* Willing to take up additional responsibilities and work shift duties

* Undertake any other reasonable task as requested

Outstanding Product and Services

* Support suppliers to deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection and memorable experiences for our customers across all points of contact

* Ensure suppliers are up-to-date with the latest product knowledge

* Support the use of new technologies in the provision of service to customers

* Give recognition to our highest-value customers (front-end and elite MPO)

Crisis Management Capability and Preparedness

* Familiarity with contingency plans and manual fall-back procedures to meet the required standards

* Support local airport management to manage (guide suppliers) flight disruptions and irregularities

* Ensure customers are cared for, informed and given choice where possible through the use of disruption management tools

People and Team

* Support the frontline team (suppliers) by role modelling, leading by example and providing on-the-job coaching to succeed and champion teamwork

* Encourage the team (suppliers) to adopt new challenges and changes

* Monitor day-to-day team and/or individual performance of suppliers and make suggestions for improvement to local airport management

Supplier Management

* Support local airport management to conduct regular performance review meetings with suppliers, and keep track of progress with documented records

Cost Efficiency and Productivity

* Support local airport management to drive down costs in day-to-day operation

* Support station administration duties

Represent CX/KA interests in the Airport Community

* Support local airport management to work with external parties in the best interests of the Company – authorities, suppliers and service providers, oneworld partners, and other airlines

* Protect the Company’s reputation

Requirements:

* University / College degree;

* Having Customer Service experience, particularly in airlines or airport services is preferred;

* Demonstrable ability to work independently with good decision-making skills;

* Be able to work shift, including night shift;

* Self-motivated and enjoys teamwork;

* Strong customer service mentality with superior interpersonal skills;

* Good technical knowledge and capability (multi-skilled) to perform each airport job function (with a requirement to pass all training arranged by department and AHQ);

* Good understanding of Company policies and procedures and required local and international regulatory procedures;

* Ability to work in pressurised situations such as disruption, Emergency and Accident and contingency situations;

* Adapts to constant change;

* Good command of both spoken and written English;

* Good PC knowledge in MS Office;

* PRC national register or holding PRC ID card;

Competencies:

* Analysis and Problem Solving

* Customer Focus

* Teamwork and Building Partnerships

* Communication

* Interpersonal Effectiveness

* Coping with Pressure

Application Deadline: 30 Sep, 2017

Cathay Dragon 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.

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