Customer Services Officer

AsiaWorld-Expo Management Limited; Hong Kong; On-site; HKD 200,000 - 280,000; Full time

Job summary

AsiaWorld-Expo Management Limited invites applications for Frontline Operations and Administrative Support roles to deliver outstanding customer service at our Hong Kong venue. You will support the Customer Services/Helpdesk, Office Reception and Concierge Desk for luggage services and event support.

Requirements include a Bachelor’s degree in Business Administration or Hospitality, a minimum of 2 years’ relevant experience, excellent communication and interpersonal skills, fluency in English

Qualifications

• Bachelor’s degree in Business Administration, Hotel and Hospitality Management or relevant disciplines.
• Minimum 2 years of relevant experience in Customer Services; experience in Public Relations or Hospitality is an advantage.
• Excellent communication, interpersonal skills and customer oriented.
• Good command of written and spoken English and Chinese; Mandarin is a plus.

Responsibilities

• Provide efficient day-to-day operations of Customer Services/Helpdesk, Office Reception and Concierge Desk for luggage services and event support.
• Handle customer enquiries and complaints via hotline, emails and a complaint management system.
• Conduct and follow up customer surveys.
• Monitor performance of service contractors and assist in VIP escorting when required.
• Admin duties: data entry, filing, and support for ticketing systems.

Skills

Communication

Interpersonal skills

Customer service

Multilingual (English/Chinese)

Education

Bachelor's degree in Business Administration or Hospitality

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Job description

Wholly owned by Airport Authority Hong Kong, AsiaWorld-Expo (AWE) is one of the most versatile exhibition and event areas in Hong Kong, offering AWEsome value across an enormous diversity of events. AWE offers huge, column-free, integrated ground-access spaces with high ceilings, flexible configurations and ancillary services that can accommodate everything from rock concerts to global conventions and expositions to product launches. But our real value lies in our exceptionally experienced and professional staff working delicately with an AWEsome spirit to serving every client and realising their wishes.

Responsibilities

Job Descriptions in English version is available / 只提供英文版本

Frontline Operations

• Provide efficient and quality day-to-day operations of the Customer Services / Helpdesk, Office Reception and Concierge Desk for Luggage Services as well as providing Event Support.
• Handle customer enquiries and complaints via CS hotline, emails and a complaint management system in a professional manner
• Conduct and follow up customer surveys
• Monitor performance of service contractors
• Assist in VIP escorting, when required
• Assist in preparing the concert related ticketing documents
• Any ad hoc assignments

Administrative Support

• Communicate closely with internal parties/ external stakeholders. Plan, implement, organize and monitor all resources deployment to support the event
• Prepare materials to support events
• Operate and monitor the online registration and ticketing system
• Maintain smooth operation of service ordering system, including but not limited to data entry and filing
• Perform any ad-hoc assignments as required

Requirements

• Bachelor’s degree in Business Administration, Hotel and Hospitality Management or relevant disciplines
• Minimum 2 years of relevant experience in Customer Services; prior experience in Public Relations, Hotel or Hospitality Management disciplines is an advantage. With knowledge and experience on ticketing skill is an advantage
• Excellent communication, interpersonal skills and customer oriented
• Good command of written and spoken English and Chinese, and Mandarin is a plus
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook and Chinese word processing
• Able to work under pressure to meet tight timelines and multi-task
• Shift duty and irregular duty hours are required during events

Personal data collected will be used for recruitment-related purpose only.

AsiaWorld-Expo Management Limited is an equal opportunity employer.