Responsibilities

• Consolidate, investigate and reply to customers’ complaints and enquiries through existing customer feedback channels and the new social customer care platform in a timely manner
• Enhance reply quality and customer satisfaction by minimizing customer comebacks due to dissatisfaction with the replies
• Being the sole owner for assigned cases from acknowledgement till case settlement and be responsible for handling all internal and external communications with key stakeholders
• Ensure accuracy of customer responses with full compliance with internal policies and procedures
• Find out service loopholes and make sure immediate remedial actions taken by the concerned department

Requirements 

• A University Degree, preferably in Customer Service, Public Relations or other relevant disciplines
• Minimum 2 years of customer service and / or social media experience (Airline experience will be an advantage)
• Proficient in written and spoken English and Chinese (Putonghua and Cantonese)
• Proactive and has an analytical mind
• Positive attitude towards customer service
• Social media savvy with ability to clearly express thoughts and ideas
• Good interpersonal skills
• Computer literacy and presentation skills including Microsoft Word and Chinese Word processing is a must

Candidates with more experiences will be considered as Supervisor, Customer Experience

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://careers.hongkongairlines.com/930/cw/en/listing/.

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

We may charge a reasonable fee for the processing of any data access request