Job Description:

• Handle complaints, enquiries and requests from different internal and external customer; 
• Provide appropriate solutions and alternatives within the time limits and follow up to ensure the issues resolved in an efficient manner; 
• Maintain data in record system for all customer service transactions; 
• Work closely with Finance team on payment settlement; 
• Collect /Categorize daily data from Voice of Customers (VOC) channels through feedback from internal and external customers; 
• Identify and report urgent/potential/risky complaint cases to related departments for immediate action; 
• Liaise with different teams on improvement plans and follow up the progress with the data based on VOC; 
• Review the content display from different channels of VOC and work closely with IT team for improvement; 
• Prepare monthly roster and reports to management; 
• Perform ad-hoc task as required. 

Requirement:

• Diploma/ HKDSE or above; 
•  At least 4 years working experience in customer service field; 
• Good knowledge of airline operation, customer services and reservation are an advantage; 
• Mature, self-motivated, passionate in aviation industry;
• Commercial minded with strong numerical, analytical and problem-solving skills; 
• Excellent communication and interpersonal skills with service mind; 
• Good command of spoken and written in English, Cantonese and Mandarin; 
• Proficiency in MS Word, Excel, PowerPoint; and 
•  Willing to work in shift duties if required. 
• Candidate with less experiences will be considered for the position of Officer, Customer Services Centre