Responsibilities

• Monitor and acknowledge customer inquiries, complaints and compliments on social customer care platform. Filter the cases and determine issue owners to follow up
• Be proactive to track customer sentiment on social media channels and drive internal departments to expedite resolution
• Manage customers' comeback and alert Social Media and/or Communications teams of the potential risk of becoming a crisis
• Assist in maintaining the social customer care team's guidelines and FAQ document
• Perform Ad Hoc Task

Requirements

• University graduate, preferably in Customer Service, Public Relations or other relevant disciplines
• 1-3 years of customer service or social media experience
• Airline experience with prior work in social media or customer service is an advantage
• Social media savvy with ability to clearly express thoughts and identify customer sentiment
• Sound judgement call ability and capacity to identify potential major issues or crisis situations
• Excellent English and Chinese written and interpersonal communication skills
• Fluent in Mandarin would be a bonus
• Candidates with less experience will be considered as Officer, Social Customer Care

We offer an attractive employment package including free travel privilege* and staff training & development to successful candidates.

For interested parties, please apply through our e-recruitment system at http://careers.hongkongairlines.com/930/cw/en/listing/ To understand more of our company and other vacancies, please visit our website at http://www.hkairlines.com.

Free Travel Privilege

• Employee and his/her family & friends (for single employee) will be benefit from the free and the lowest fare travel arrangement
• All destinations flown by HK Airlines and its partners
• Free tickets, maximum 10-round trip per year
• 2 more round trip free tickets will be granted to the employee who has completed 5-year of continuous service

Hong Kong Airlines is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only.

Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months.

Under the Personal Data (Privacy) Ordinance, you have the right to ascertain whether we hold your personal data, and if we do, to request for a copy of the data and/or to request the correction of any of the data that is inaccurate. Requests for access to and/or correction of your personal data relating to your application should be sent to us via postal mail at the following address:

Hong Kong Airlines Limited

Human Resources & Administration Department

11/F, One Citygate, 20 Tat Tung Road,

Tung Chung, Lantau, Hong Kong