Customer Care Contact Lead

5 days ago

Thành phố Hồ Chí Minh, Vietnam Cathay Pacific Full time

CCD - Customer Care
- Ho Chi Minh City, Vietnam
- Cathay Pacific
- Application Deadline
14 Nov 2024

Company Description

Let your passion fly We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere. Join us and discover just how far you can go

Role Introduction

The Customer Care Contact Lead will coordinate and lead their team in providing consistent quality service to customers and maximising revenue generation through direct selling and ancillary income to achieve their team’s sales and service goals, as part of the wider Customer Care Department (CCD) performance objectives.
They will manage the performance of the defined team to contribute to the overall CCD results and deliver the excellent service to all customers.
They will encourage team members to take ownership of service delivery and have their individual contribution to CX.
They will create an atmosphere of respect, ensure that objectives are met and deliver appropriate support to direct reports.
They will also motivate the team and lead by example.

Key Responsibilities

2. Assist customers to reserve and make alteration of travel plans (ticket re-issuance) based on operational needs
4. Assist customer to resolve disservice situations e.g., determine alternate flight options for delayed, cancelled or missed flights, change or rebook when irregularity occur based on operational needs.
5. Respond to feedback and general enquiries from worldwide. Answer questions from Customer Care Advisors and provide on-the-job guidance and feedback.
6. Leading the team to interact with-, and provide consistent excellent “one stop shop” service to customers.
7. Leading the team to-, and meet key Customer Contact performance goals in terms of customer satisfaction, quality, productivity and key performance metrics
8. Handle and investigate complaints and customers’ feedback.
9. Anticipate escalation and take over calls when needed. Provide solution and/or compensation through different contact channels.
10. Capture every sales opportunity to improve revenue generations.
11. Build, establish and maintain open lines of communication with agents, peers, trainers, managers, business partners and other areas of the company to facilitate routine operation and problem solving.
12. Monitor actual operation requirement and reshuffle resources.
13. Prepare reports for operational and management analysis.
14. Foster excellent teamwork, sense of commitment, reliability and accountability, and provide guidance and support to strengthen the team.
15. Coach Customer Care Advisors and ensure that proper training and briefing are provided to the team for ongoing development and keep abreast up-to-date skills and knowledge.
16. Conduct formal performance appraisals of Customer Care Advisors including annual goal
- setting/performance development plan, mid-year and year
- end performance review. Support Senior Customer Care in their career development.
17. Conduct regular staff meetings and team activities.
18. Provide effectiveness feedback to Head of Sales
19. Provide support to Senior CCA and take up customer complaint cases based on operational needs.
20. Participate in head office projects and ensure CCD’s concern been well addressed and operation needs been considered in development phase.
21. Support all sales & marketing related activities.

**Requirements**:

- Excellent command of written and spoken English.
- Minimum 5 years’ operational experience in customer service field
- Mature with excellent interpersonal and people management skills.
- Interested in facilitating supportive and effective team relationship.
- Ability to manage, train and motivate staff.
- Dynamic personality with a focus on customer service and motivational skills.
- Strong negotiation and problem solving skills.
- Energetic and able to work under pressure.
- Good organisational and time management skills.
- Good knowledge of Altea Reservations system ARD.

**Benefits**:
Be part of the Cathay Pacific family and join a dynamic team culture working for one of the world’s Top Global Airlines.
Make the most of your leave and take advantage of travel industry discounts including airfares, hotels, tours and car hire.
Fly high with career development opportunities to diversify your skills and experience within the Cathay Pacific family.

Personal & Application Information

**_ Applications close: Thursday 14 November 2024_

  • Customer Care Center Officer

    7 days ago

    Thành phố Hồ Chí Minh, Vietnam Philips Full time

    **Job Title**: Customer Care Center Officer **Customer Contact Center officer** To manage customer care center activities for Philips Vietnam **Key Areas of Responsibility**: **Call center** - Feedback to call center within the day for any queries or escalated/safety case - Logging calls/claim in the system to follow up - Dispatch FSE to go onsite time -...

  • Customer Care Team Lead

    2 weeks ago

    Ho Chi Minh City, Vietnam AsiaFinance Group Full time

    **AsiaFinance Group** is a fast-growing group of fintech companies operating in developing economies mainly in Asia. Its core activities are in consumer lending with ambition to expand into non-performing consumer loan recovery, alternative consumer lending scoring, and other related activities. **Requirements**: - Higher education (bachelor and higher) -...

  • Sr Operation Team Lead

    2 weeks ago

    Thành phố Hồ Chí Minh, Vietnam Headhunt Vietnam Full time

    Location: Quang Trung Software City (Công viên phần mềm Quang Trung), To Ky, District 12, HCMC, will relocate office to client site in District 7 from June 2025 Time: 6days/week Job **Description**: - The Contact Center Project Management Officer is an intermediate position responsible for performing moderately with the Customer Service team member....

  • Contact Center Officer

    7 days ago

    Thành phố Hồ Chí Minh, Vietnam UOB Vietnam Full time

    **About UOB**: United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as...

  • Senior Customer Care Executive

    3 weeks ago

    Ho Chi Minh City, Vietnam Zenyum Full time

    **About Zenyum** Zenyum is one of Asia’s largest consumer brands in the making. **We channel tech and innovation to transform the dental category from a boring chore to an exciting ritual. We provide a range of Smile Cosmetics, such as teeth-straightening Invisible Braces (Zenyum Clear) and the top-selling toothbrush (Zenyum Sonic) on e-commerce...

  • Customer Care Executive

    2 weeks ago

    Ho Chi Minh City, Vietnam Zenyum Full time

    **About Zenyum** Zenyum is one of Asia’s largest consumer brands in the making. **We channel tech and innovation to transform the dental category from a boring chore to an exciting ritual. We provide a range of Smile Cosmetics, such as teeth-straightening Invisible Braces (Zenyum Clear) and the top-selling toothbrush (Zenyum Sonic) on e-commerce...

  • Health Care Compliance Lead Specialist

    2 weeks ago

    Ho Chi Minh City, Vietnam Johnson & Johnson Full time

    **JOHNSON & JOHNSON (VIETNAM) LTD **is looking for **a Health Care Compliance, Lead Specialist** located in Ho Chi Minh City, Vietnam. If you are looking for more than a job, and are inspired by the opportunity to create the future to bring quality of life including the ethics business practices to the world, we invite you to build your career with...

  • Customer Care Representative

    1 week ago

    Ho Chi Minh City, Vietnam Givaudan Vietnam Co., Ltd. Full time

    **Purpose** Process sales orders from receipt through to shipment for assigned customers or affiliates in line with Customer Care guidelines. Act as liaison between the customer, operations and sales team to ensure customers’ needs are met in the most efficient and cost-effective way. **Core Responsibilities** - Manage sales order process from receipt of...

  • Strategic Customer Executive

    4 days ago

    Thành phố Hồ Chí Minh, Vietnam Takeda Pharmaceutical Full time

    **Job Title: Strategic Customer Executive** **Location: HO CHI MINH CITY, VIETNAM** **About the role**: Vaccine Business Unit (VBU) at Takeda Vietnam carry the mission of protecting Vietnamese people against dengue fever, a disease which remains a high burden to healthcare system globally as well as in the country. In May 2024, TAK-003 (Takeda’s dengue...

  • Customer Service Director

    3 weeks ago

    Thành phố Hồ Chí Minh, Vietnam TẬP ĐOÀN Y KHOA HOÀN MỸ Full time

    Quay Lại Trang Tìm Kiếm 2 giờ trước **CUSTOMER SERVICE DIRECTOR**: Ứng tuyển ngay Vị trí TP. HCMLương Thỏa thuậnCông ty Tập đoàn Y khoa Hoàn MỹPhòng ban OperationsLoại hình Full time**JOB SUMMARY**: The Customer Service Director at Group Level for Hoan My Medical Corporation will be responsible for developing,...

  • Operations and Customer Care Leader

    5 days ago

    Ho Chi Minh City, Vietnam Yên Living Full time

    **Giới thiệu**: Được ra đời vào năm 2021, YÊN Living là công ty startup quản lý bất động sản với mục tiêu mang đến những giải pháp tối ưu và sự an tâm cho những ai đang tìm kiếm ngôi nhà thứ hai của mình cũng như các chủ sở hữu tòa nhà/villa. Năm đánh dấu sự hiện diện của YÊN...

  • Customer Care Officer

    2 weeks ago

    Ho Chi Minh City, Vietnam fe credit Full time

    Xem và nộp hồ sơ ngay **Lưu ý**: - Người tìm việc đang xem tin **Customer Care Officer**: - **Mã tin đăng: 3337583**. Mọi thông tin liên quan tới tin tuyển dụng này là do người đăng tin đăng tải và chịu trách nhiệm. Chúng tôi luôn cố gắng để có chất lượng thông tin tốt nhất, nhưng chúng...

  • [hcm] Japanese and English Customer Care Associate

    1 week ago

    Thành phố Hồ Chí Minh, Vietnam Việc Ơi Japan Client Full time

    **Giới thiệu**: Công ty VIỆC ƠI là công ty Tuyển dụng nhân sự thứ ba với 100% vốn của NHẬT BẢN với môi trường trẻ năng động, dễ thương và vô cùng thân thiện. Đây là nơi sẽ giúp bạn biết thêm nhiều kiến thức về nhân sự cũng như nâng cao các kỹ năng mềm của bản thân. - Job...

  • Customer Service Advisor, Frontline

    3 weeks ago

    Thành phố Hồ Chí Minh, Vietnam DHL Full time

    **YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.** Would you like to become part of the world's most international company in the world? A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that...

  • Customer Care Associate

    2 weeks ago

    Ho Chi Minh City, Vietnam Payoneer Full time

    **A universe of opportunities. Open to you.** Payoneer's mission is to empower anyone, anywhere to participate and succeed in the global economy. If our mission connects with your values, if you revel in solving complex challenges, and if you want to continuously advance your career, come realize your potential at Payoneer! Life at Payoneer is a global...

  • Customer Care Cell

    7 days ago

    Thành phố Hồ Chí Minh, Vietnam Avery Dennison Full time

    **Company Description** **Job Description** ABOUT YOUR ROLE** You will manage the customer claims on quality issues from customers and will also be responsible for managing of claim information to SFDC and complete the claim process with credit notes. You will also maintain ISO 9001 & FSC Certification. **YOUR RESPONSIBILITIES WILL INCLUDE**: -...

  • Retail Customer Service Inbound Officer

    4 days ago

    Thành phố Hồ Chí Minh, Vietnam UOB Vietnam Full time

    **About UOB**: United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as...

  • Customer Care Senior Specialist

    1 week ago

    Ho Chi Minh City, Vietnam Prudential plc Full time

    Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career...

  • Customer Care Senior Officer

    3 days ago

    Ho Chi Minh City, Vietnam hanwha life insurance company limited Full time

    Xem và nộp hồ sơ ngay **Lưu ý**: - Người tìm việc đang xem tin **Customer Care Senior Officer**: - **Mã tin đăng: 3515880**. Mọi thông tin liên quan tới tin tuyển dụng này là do người đăng tin đăng tải và chịu trách nhiệm. Chúng tôi luôn cố gắng để có chất lượng thông tin tốt nhất, nhưng...

  • Senior Expert, Customer Relationship Management

    2 weeks ago

    Thành phố Hồ Chí Minh, Vietnam Techcombank Full time

    21 Nov 2024**Senior Expert, Customer Relationship Management - USME (40000901)**: - Category: Corporate & Institutional Banking Group- Job Type: - Facility: Business Banking**Job Purpose**: - The job holder establishes, develops, and manages relationships with new and existing USME customers; Responsible for consulting on products and services, customer...