Senior Operation Officer, Customer Service

Airport Authority Hong Kong; Hong Kong; Sur place; HKD 320 000 - 460 000; Plein temps

Résumé du poste

Airport Authority Hong Kong is seeking a capable professional to support CSO contract management, training coordination, and delivery of customer service excellence initiatives. The role involves coordinating with internal departments and external vendors to ensure quality and timely outcomes, while maintaining high standards of communication.

Ideal candidates will have a degree and at least 3 years of relevant experience in customer service or airport operations, with strong English and Chinese

Description du poste

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