Service Excellence Lead

Cathay Pacific; Hong Kong; On-site; HKD 420,000 - 700,000; Full time

Benefits offered by this job

World-class training

Career progression

Discounted travel

Job summary

Cathay Pacific is seeking a Service Excellence Lead at the airport to reinforce our brand values of Thoughtful, Progressive and Can-do Spirit by delivering exceptional service to customers.

The role involves coordinating with customers, ground handlers and service providers, overseeing landside and airside operations, and coaching the CSO team to ensure memorable moments of truth through proactive service.

Qualifications

• 3+ years of experience in airport operations or related fields.
• Coaching, Flight Control Team or Premium Services experience is a plus.
• Strong communication and interpersonal skills.
• Leadership and people-management capabilities.

Responsibilities

• Coordinate activities among customers, ground handling agents and service providers while upholding safety procedures.
• Oversee service delivery and recovery operations at landside or airside locations.
• Manage disruptions and crises effectively.
• Ensure efficient and reliable services to customers.
• Lead, supervise and assess Customer Services Officers (CSO) and provide goal-setting.
• Support Manager on Duty in daily operations.
• Provide on-the-job training and development for CSOs.

Skills

English proficiency

Leadership

Communication skills

People management

Supervisory experience

Problem solving

Job description

Reports to: Manager On Duty

As the Service Excellence Lead, embodying our core brand value proposition centred on service excellence is essential for establishing ourselves as a top global service brand. The Service Excellence Lead at the airport plays a vital role in showcasing our brand values of 'Thoughtful', 'Progressive', and 'Can-do Spirit' to customers, ensuring memorable moments of truth by truly understanding their needs and expectations.

Key Responsibilities

• Coordinate activities among customers, ground handling agents, and service providers to uphold safety and security standards while adhering to established procedures
• Take charge of overseeing service delivery and recovery operations at landside or airside locations
• Manage disruptions and crises effectively
• Ensure the delivery of efficient and reliable services to customers
• Demonstrate service excellence, lead and support Customer Services Officer (CSO), supervise their performance, and conduct regular assessments and goal-setting
• Support Manager on Duty in daily operations
• Empower Customer Services Officer (CSO) to deliver intuitive service, offer optimal customer solutions, and conduct regular briefings for team alignment and service standard adherence
• Provide on-the-job training and development opportunities for Customer Services Officer (CSO)

Requirements

• Right to work in Hong Kong
• Minimum age of 18
• Good command of spoken English
• Minimum 3 years of experience in airport operations or relevant experience; prior experience in Coaching, Flight Control Team or Premium Services Team is an advantage
• Customer service-oriented attitude and good communication skills
• Strong interpersonal skills with flair in delivering service excellence
• Strong problem solving, decision making and organising skills
• Strong leadership and people management capabilities with solid supervisory experience
• As this is a Safety Sensitive Role, appointment is subject to passing a pre-employment drug test in accordance with HKCAD Guidance for Screening of Psychoactive Substances (CAD373)

Benefits

• Being part of a world-class service brand to be proud of
• World-class training and a structured career progression path
• A safe and collaborative working environment which embraces a diverse and inclusive culture
• Special allowance(s) is entitled to overnight and public holiday shifts
• Medical coverage & other flexible benefits
• Flexible retirement scheme
• Discounted travel across numerous airlines for you and your family

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.