Senior Service Representative

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

About the job Senior Service Representative

What you will be doing:

• Develop a close working relationship with the customer at all levels to facilitate communication of key business messages to the customer and collection of customer data.
• Act as the customers advocate within our organisation and ensure that the voice of the customer is heard, raising customer concerns and needs in a timely manner.
• Provide 24/7 support to customers, promoting timely resolution of issues by communicating through the appropriate IT systems and channels.
• Support any major or minor event investigation and support the airline in the event of operational disruption (AOG, IFSD, ATB, DIV) providing timely technical and parts supply assistance.
• Provide product technical advice/guidance on operation, maintenance, configuration, and troubleshooting.
• Identify potential issues with products & services to enable them to be proactively managed.
• Provide customer business forecast inputs, fleet plans and shop visit plans.
• Report engine events and maintain engine configuration and engine standard in executive systems.
• Be able to represent our position to a customer and uphold that position in challenging circumstances.
• This role demands a high degree of self-motivation, flexibility, initiative, communication skills and commitment to deliver.
• Candidates will ideally possess a thorough knowledge of the civil aviation industry and a good understanding of our products and service contracts.
• Have experience of working in a customer facing environment and ideally be educated to degree level in a relevant discipline or hold/have held an Aircraft Maintenance License.
• Have a good understanding of our strategy and business objectives.
• Have a technical and/or services background and experience of working with gas turbines, their operation and functionality, plus familiarity with airline maintenance practices and regulations.
• Be IT literate, Power BI, VBA, and DAX skills are considered advantageous.
• Be a clear, concise communicator.
• Be well organised with a proven ability to plan and prioritise to achieve on-time delivery.
• Good business acumen and ability to deal with ambiguity in a changing fast paced environment.
• Be culturally aware.
• Working Cantonese language proficiency is considered advantageous.

Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future.

Required Citizenship / Work Permit / Visa Status
any candidate with a valid work permit