Job Description

The successful candidate is expected to take care and comfort customers in frustration and aims to reduce the passengers' dissatisfaction during flight disruptions.

Key Responsibilities

• Consolidate, investigate, and reply to customers' complaints/ comments/ enquiries utilizing existing customer online feedback form, with support from internal department, Customer Service Centre in a timely manner
  
• Provide feedback during handling customer issues to Customer Service management team for instant actions
• Handle passengers' service recovery requests on any mishandling, compensation for flight delay / disruption etc
• Be proactive to monitor customer sentiment on social media channels and communicate well with both internal and external parties
• Provide Flight Certificate to passenger for insurance purposes
• Provide ad-hoc support to Customer Service team

Requirements

• Hong Kong permanent resident status
  
• Holder of a bachelor’s degree in Aviation Management, Business Management, Social Science, Public Relations or related fields 
• A minimum of 2 years customer service experience with at least 1 year in aviation is an advantage
• Strong communications skills with pleasant personality 
• Strong team player, able to work under pressure with positive attitude
• Fluent command in both written and spoken English, Cantonese and Mandarin
• Proficient in MS Office applications and Chinese Word Processing