Customer Contact Team Lead

Job Description

The Customer Contact Team Lead will coordinate and lead their team in providing consistent quality service to customers and maximizing revenue generation through direct selling and ancillary income to achieve their team s sales and service goals, as part of the broader Customer Care Department (CCD) performance objectives. Manage the performance of the defined team to contribute to the overall CCD results and deliver excellent service to all customers. Encourage team members to take ownership of service delivery and have their individual contributions to CX. Create an atmosphere of respect, ensure that objectives are met and deliver appropriate support to direct reports. Motivate the team and lead by example. Key Responsibilities Operational leadership Leading the team to interact with and provide consistent excellent one stop shop service to our customers. Leading the team to meet key Customer Contact performance goals in terms of customer satisfaction, quality, productivity and key performance metrics Perform regular quality checks (QA) in order to evaluate the performance of the team. Anticipate escalation and handle complex Reservations and Ticketing related inquiries or case investigations for Head office departments. Be the key point of contact for Outports on Reservations and Ticketing related issues, and provide recommendations to resolve problems. Provide support to the Customer Support team and take up customer complaint cases based on operational needs. Monitor actual operation requirements and reshuffle resources where needed. Prepare reports for operational and management analysis. Provide effective feedback to Assistant Manager. Participate in head office projects and ensure CCD s concerns are well addressed and operational needs are considered in the development phases. People Development and Performance Management Lead, support and encourage own team to achieve success Supervise and mentor direct reports, encouraging positive team spirit and effective collaboration Develop employees with high potential and identify learning opportunities to ensure appropriate training and development Maintain active and ongoing dialogue in relation to employee goals and performance Demonstrate leadership and lead by example in accordance with Cathay Pacific s core values Enhance the employee experience in line with the role level and Cathay Pacific s internal brand promise Any other reasonable task as requested E&A Emergency and Accident and Crisis Response responsibilities as required Requirements Academic qualifications Graduate in any discipline. Certification in a relevant field Knowledge, skills, training and experience Good command of written and spoken English Minimum 5 years operational experience in the 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 Willing to work on shifts (including overnight shifts and weekends)