Senior Operation Officer, Customer Service

Airport Authority Hong Kong; Hong Kong; On-site; HKD 360,000 - 520,000; Full time

Job summary

Airport Authority Hong Kong (AA) invites high calibre talent with creativity and passion to join us for a rewarding career journey. We care for our people and provide colleagues with a fair, open and supportive workplace.

By joining us, you will contribute to the continued success and growth of a key infrastructure and economic engine of Hong Kong, gaining invaluable experiences in a unique environment and enjoying boundless opportunities to unleash your full potential.

Qualifications

• Degree holder with at least 3 years of relevant work experience.
• Hands-on operational experience in Customer Services or Airport Operations is preferred.
• Airport knowledge and hands-on supervision experience required.
• A good team player with strong communication and interpersonal skills.
• Proactive, able to work independently and under pressure.

Responsibilities

• Support CSO contract management, including administration, performance monitoring and rosters.
• Coordinate training materials and support training arrangements.
• Maintain close communication with internal departments, external vendors and service providers.
• Support the Customer Service Excellence Program and related campaigns.
• Perform other duties related to customer services.

Skills

Teamwork

Communication

Interpersonal skills

Independent work

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Where Your Career Takes Flight

Airport Authority Hong Kong (AA) manages and operates Hong Kong International Airport, one of the finest and busiest airports in the world.

Where Your Career Takes Flight

Airport Authority Hong Kong (AA) manages and operates Hong Kong International Airport, one of the finest and busiest airports in the world. We now invite high calibre talent with creativity and passion to join us for a rewarding and meaningful career journey. We care for our people and provide colleagues with a fair, open and supportive workplace. By joining us, you will contribute to the continued success and growth of a key infrastructure and economic engine of Hong Kong, gaining invaluable experiences in a unique environment and enjoying boundless opportunities to unleash your full potential. Together we will share the pride of our leadership status in the global aviation industry and our commitment to sustainability.

Responsibilities:

• Support Customer Service Officer (CSO) contract management, including contract administration, performance monitoring, roster and training coordination, operational matters to ensure service requirements are met
• Assist in preparing and updating training materials, and support training arrangements to enhance CSO service quality and operational readiness
• Coordinate and maintain close communication with internal departments, external vendors and service providers on iCSC projects to ensure deliverables meet agreed quality standards and timelines
• Provide support for the Customer Service Excellence Program and related customer service campaigns
• Other duties assigned in relation to the provision of customer services

Requirements:

• Degree holder with at least 3 years of relevant work experience, preferably in customer service and/or airline operations-related industries
• Hands-on operational experience in Customer Services or Airport Operations is preferred
• Airport knowledge and hands-on supervision experience required
• A good team player with strong communication and interpersonal skills
• Proactive, able to work independently and under pressure
• Proficient in Microsoft Office application
• Good command of spoken and written English and Chinese with knowledge of Putonghua is an advantage