Job Responsibilities:

• Report to Manager, Customer Relations, address and resolve customer feedback in written, including but not limited to complaints, compliments, suggestions and other special cases via emails, social platforms and online booking sites in a professional and timely manner
• Liaise with other departments and outstations to carry out internal investigation into guest-related incidents and to ensure incident reports are submitted on time
• Coordinate with outstations to ensure company standard procedures / guidelines /  manuals of customer service for onsite guest-related incidents and comments handling are strictly adhered to
• Assist in dealing with difficult situations especially those with financial / ethical implications i.e. claims, legal cases by following company procedures and guidelines
• Provide guidance and support to all outstations to ensure accurate and consistent handling of guest-related incidents and comments
• Identify and report areas for improvement of operational effectiveness and customer satisfaction, and take remedial action with relevant departments and outstations if necessary
• Prepare reports and analyse feedback from guests to ensure the Company’s standards and service level are being adhered to
• Maintain a clear and comprehensive comment database
• Participate in ad-hoc projects or assignments as instructed by the superiors

Job Requirements:

• Degree holder or above in English, Bilingual Studies, Translation, or related disciplines
• At least 4-5 years’ relevant working experience in customer service or hospitality industry, especially in complaints handling
• Excellent command of written and spoken English and Chinese is a must
• Good interpersonal, communication and presentation skills with an analytical mind and problem-solving skills
• Customer-service mindset with strong sense of responsibility
• Attention to details, self-motivated with the ability to handle multiple tasks
• Knowledge of quality management systems, process and tools would be an advantage
• Computer literacy in MS applications and Chinese word processing
• Candidates with less experience will be considered as Officer, Customer Relations

Interested parties please send full resume by clicking "Apply Now".

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About Plaza Premium Group

Headquartered in Hong Kong, Plaza Premium Group is the pioneer and industry leader in providing Premium Airport Services in over 160 locations of 41 international airports across the world, with a collective goal of ‘enhancing your airport experience’. The Group comprises four core airport services, Airport Lounge, Airport Transit Hotel, Airport Meet & Greet Service, and Airport Dining.

The Group currently employs nearly 5,000 staff and serves over 14 million passengers around the world annually. The Group is dedicated to providing quality services and possesses proprietary knowledge in airport hospitality industry. By continuously surpassing travellers’ expectation, the Group’s network is rapidly growing across major international airports around the world.

Website: www.plazapremiumgroup.com
LinkedIn: https://hk.linkedin.com/company/plaza-premium-lounge-management-limited