Airport Service Excellence Lead|Elevate Customer Experience

Cathay Pacific; Hong Kong; On-site; HKD 420,000 - 700,000; Full time

Benefits offered by this job

World-class training

Career progression

Discounted travel

Job summary

Cathay Pacific is seeking a Service Excellence Lead at the airport to reinforce our brand values of Thoughtful, Progressive and Can-do Spirit by delivering exceptional service to customers.

The role involves coordinating with customers, ground handlers and service providers, overseeing landside and airside operations, and coaching the CSO team to ensure memorable moments of truth through proactive service.

Qualifications

• 3+ years of experience in airport operations or related fields.
• Coaching, Flight Control Team or Premium Services experience is a plus.
• Strong communication and interpersonal skills.
• Leadership and people-management capabilities.

Responsibilities

• Coordinate activities among customers, ground handling agents and service providers while upholding safety procedures.
• Oversee service delivery and recovery operations at landside or airside locations.
• Manage disruptions and crises effectively.
• Ensure efficient and reliable services to customers.
• Lead, supervise and assess Customer Services Officers (CSO) and provide goal-setting.
• Support Manager on Duty in daily operations.
• Provide on-the-job training and development for CSOs.

Skills

English proficiency

Leadership

Communication skills

People management

Supervisory experience

Problem solving

Job description

Cathay Pacific is seeking a Service Excellence Lead at the airport to reinforce our brand values of Thoughtful, Progressive and Can-do Spirit by delivering exceptional service to customers.

The role involves coordinating with customers, ground handlers and service providers, overseeing landside and airside operations, and coaching the CSO team to ensure memorable moments of truth through proactive service.