Key Responsibilities

• Item 1 of 8, Restoring customer confidence through direct, proactive handling of customer feedback and requests in a thorough and professional manner
• Restoring customer confidence through direct, proactive handling of customer feedback and requests in a thorough and professional mannerItem 2 of 8, Handling customer feedback on social media channels, including proactively rectifying and revise passenger bookings, membership and lifestyle customer matters, handling complaints and correcting misinformation
• Handling customer feedback on social media channels, including proactively rectifying and revise passenger bookings, membership and lifestyle customer matters, handling complaints and correcting misinformationItem 3 of 8, Managing disruption and preventing any crises by proactively reaching out to affected customers in a professional and timely manner
• Managing disruption and preventing any crises by proactively reaching out to affected customers in a professional and timely mannerItem 4 of 8, Working closely with Brand, Insights and Marketing (BIM) and Corporate Affairs (CAF), as well as external service providers to assure world class customer service and win customers back
• Working closely with Brand, Insights and Marketing (BIM) and Corporate Affairs (CAF), as well as external service providers to assure world class customer service and win customers backItem 5 of 8, Striving for continuous improvement in the quality of our communication with the passengers
• Striving for continuous improvement in the quality of our communication with the passengersItem 6 of 8, Making recommendations to Customer Social Media Lead for improvements in operational effectiveness and customer satisfaction
• Making recommendations to Customer Social Media Lead for improvements in operational effectiveness and customer satisfactionItem 7 of 8, Assuring meeting the standards and guidelines set by Customer Social Media Lead
• Assuring meeting the standards and guidelines set by Customer Social Media LeadItem 8 of 8, Maintaining positive brand image and winning the customers back
• Maintaining positive brand image and winning the customers back

Requirements

• Item 1 of 9, 5-year experience either in corporate social media or in airline customer service
• 5-year experience either in corporate social media or in airline customer serviceItem 2 of 9, Bachelor’s degree
• Bachelor’s degreeItem 3 of 9, The ability to write professional business correspondence is essential
• The ability to write professional business correspondence is essentialItem 4 of 9, Excellent command of both spoken and written English and Chinese
• Excellent command of both spoken and written English and ChineseItem 5 of 9, Mature, with strong analytical and problem-solving skills
• Mature, with strong analytical and problem-solving skillsItem 6 of 9, Excellent interpersonal skills with positive thinking and customer orientation
• Excellent interpersonal skills with positive thinking and customer orientationItem 7 of 9, Able to work under pressure and meet tight deadlines
• Able to work under pressure and meet tight deadlinesItem 8 of 9, Good team player with an ability to work independently
• Good team player with an ability to work independentlyItem 9 of 9, Ability to work on 12-hour shifts (4 days on, 4 days off), including weekends and public holidays
• Ability to work on 12-hour shifts (4 days on, 4 days off), including weekends and public holidays