Customer Insight & Quality Control Executive
Hong Kong Special Administrative Region of China

Reports to : Assistant Manager Customer insight and QC

Department : Inflight Services Department (ISD)

This position is responsible for supporting the management of crew groups and to gather insights from crew and customers.

Support the team to lead innovative projects enabling cabin crew to perform their job effectively and consistently. Gather and consolidate customer feedback data from Cabin Reports, Reflex, and other crew feedback channels to identify trends / needs for improvement.

Support crew consultation activities. Support Quality Control programme to ensure crew are performing up to standards.

Key Responsibilities

  • Accountable for both Cathay Pacific (CX) and Cathay Dragon (KA) job scope.
  • Handle preliminary inquiries of customer complaints and distribute to relevant parties for appropriate follow up.
  • Coordinate activities and consolidate information related to QC or crew insights.
  • Assist to manage Insight Corner
  • Assist to manage QC programme
  • Assist to manage crew consultation groups
  • Assist in continuous improvement projects and ad-hoc studies
  • Support cabin tablet operation related activities.
  • Requirements

  • Vocational or specialised training or equivalent.
  • 1-2 years relevant working experience.
  • Empathetic to crew, able to build rapport with the crew.
  • A good listener.
  • Good organizational and fact finding skills.
  • Competence

  • Analysis and Problem Solving
  • Planning and Organising
  • Customer Focus
  • Continuous Improvement and Innovation
  • Teamwork And Building Partnerships
  • Communication
  • 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.

    Job Segment : Customer Service

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