Assistant Manager, Customer Engagement

Join our family today.

Together, we'll make travel better.

What you'll be doing:

• Responsible in monitoring and responding to customer feedback, maintaining and enhancing service standards, and analyzing feedback to recommend and implement process improvements.
• Supervising a team of Customer Engagement Senior Specialist, ensuring that customer issues are resolved efficiently, and driving continuous improvement within the department.

Some of the responsibilities are:

• Adheres and drive the team to achieve set KPIs.
• Manage escalated complaints, ensuring appropriate problems are highlighted to management and resolved promptly.
• Collaborate with global business units and stakeholders to ensure consistent follow-up on feedback and implementation of improvement strategies
• Ensure consistent follow-ups with internal teams to ensure timely responses to customer feedback.
• Supervise and support a team of Customer Engagement Senior Specialist, providing guidance, coaching, and preparing training activities to enhance performance and professional development.
• Assist Manager in sourcing a guest feedback platform to actively collect customer experience feedback from all customer contact point
• Prepare quality documentation and reports, summarizing customer issues to implement appropriate solutions and recommendations for improvement.
• Recommend departmental improvement strategies to communicate findings based on customer data received from surveys and other channels.
• Act as the Administrator of the Customer Engagement Intranet, including document management.
• Supervise the quality assurance process and related training of team members to ensure quality service.
• Manage global surveys using Survey Monkey
• Support in new business unit based on Customer Engagement Critical Path including operational readiness and delisting activities.
• Oversee TripAdvisor management of setup and delisting of all PPG business units.
• Creates and updates process flowcharts for reference and training purposes;
• Maintain up-to-date knowledge on customer business areas;
• Participate in ad-hoc projects/assignments as instructed by the superiors contributing to successful operational readiness.

About You:

• Diploma with at least 2 years of related working experience in the aviation or hospitality industry, preferably handling escalations and complaints.
• Strong collaborator with excellent interpersonal skills, capable of building effective working relationships with the team and key stakeholders.
• Proficiency in English and Mandarin (written and spoken); Cantonese is an advantage.
• Possess excellent time management and multi-tasking skills.
• Strong PC skills, especially with Microsoft Office products and customer service management tool (Zendesk is an added advantage).
• Experience in the service industry is advantageous, with a passion for delivering exceptional customer service.
• Exceptional proficiency in crafting clear, concise, and impactful email communications.
• Strong analytical and data-driven decision-making skills with proficiency in Microsoft Excel.
• Willingness to work shifts and weekends alongside the team during customer business hours.
• Understanding of metrics that drive a positive customer experience and strategies that influence them.
• Resilience, comfortable with ambiguity, and experience in fast-paced, high-growth environments.
• Active listening and problem-solving skills to ensure customers' needs are consistently met.