Aviation Customer Advocate | 24/7 Technical Support

5 Star Recruitment; Hong Kong; On-site; HKD 420,000 - 620,000; Full time

Job summary

5 Star Recruitment is seeking a Senior Service Representative to build strong relationships with customers, understand their needs, and relay information to internal teams. The role requires aviation knowledge and the ability to operate under pressure in a fast-moving environment.

You will provide technical guidance on operation, maintenance, and configuration, while ensuring that customer concerns are resolved promptly. Cantonese proficiency is advantageous in Hong Kong.

Qualifications

• Degree in a relevant discipline or equivalent experience.
• Aircraft Maintenance License is preferred.
• Experience in customer-facing roles in aviation.
• Knowledge of civil aviation industry and contracts.
• IT literate; familiarity with Power BI, VBA, and DAX is advantageous.

Responsibilities

• Develop close working relationship with customer at all levels to communicate key business messages and collect data.
• Advocate for the customer within the organisation and raise concerns promptly.
• Provide 24/7 support to customers across IT systems and channels.
• Support event investigations and assist airline during disruptions (AOG, IFSD, ATB, DIV).
• Provide product technical advice on operation, maintenance, configuration, and troubleshooting.
• Identify potential issues to enable proactive management.
• Offer customer business forecast inputs, fleet plans, and shop visit plans.
• Report engine events and maintain engine configuration in executive systems.
• Represent the company position to customers and uphold it under pressure.
• Role requires self-motivation, flexibility, initiative, communication, and commitment.
• Knowledge of civil aviation and our products and service contracts preferred.
• Experience in customer-facing environment; degree or Aircraft Maintenance License preferred.
• Understanding of company strategy and business objectives.
• Technical and/or services background; experience with gas turbines and airline maintenance practices.
• IT literate; Power BI, VBA, and DAX skills are advantageous.
• Clear, concise communicator; organized with planning and prioritization.
• Business acumen and ability to handle ambiguity in a fast-paced environment.
• Be culturally aware.
• Cantonese language proficiency is advantageous.

Skills

Customer relation

Communication

Problem solving

Adaptability

Cantonese

Education

Bachelor's degree in a relevant discipline

Aircraft Maintenance License

Tools

Power BI

VBA

DAX

Job description

5 Star Recruitment is seeking a Senior Service Representative to build strong relationships with customers, understand their needs, and relay information to internal teams. The role requires aviation knowledge and the ability to operate under pressure in a fast-moving environment.

You will provide technical guidance on operation, maintenance, and configuration, while ensuring that customer concerns are resolved promptly. Cantonese proficiency is advantageous in Hong Kong.