Operation Officer, Customer Service

Responsibilities:

• Conduct customer, employee and airport stakeholder research through various surveys and measurement tools, meet andgreet passengers to collect opinions, feedback and understand customer behaviors at the airport for performance monitoring

• Assist in survey data analysis, transform data into actionable items and prepare reports for internal/external sharing

• Participate in market research and the design of questionnaires as and when required

• Assist in the Customer Service Excellence year-round program, e.g. organize events, workshops and prepare meeting materials

• Coordinate and maintain close communication with internal departments, external vendors, consultants and service providers, ensuring deliverables meet agreed quality standards and timelines

• Provide administrative support to the team e.g. goods/service procurement, IT equipment care taking, event logistic etc

• Required to wear uniform for face-to-face interviews and perform duties on Saturdays and Sundays on monthly basis

Requirements:

• Degree holders in Statistics, Travel and Tourism, Marketing or Language Studies are welcome to apply. Fresh graduates will also be considered

• Candidates with an Associate Degree / Higher Diploma and at least 2 years relevant experience, or secondary education with at least 4 years relevant experience, may also be considered for the position of Operation Officer

• Candidates with an Associate Degree / Higher Diploma without the required experience, or secondary education with at least 2 years work experience, may be considered for the position of Operation Officer Trainee

• Good interpersonal and communication skills. Knowledge and skills of using other languages as a definite asset

• Proactive, out-going, customer-focused, with a can-do attitude

• Responsible, able to work collaboratively in achieving common goals

• Good command of spoken and written English and Chinese with knowledge of Putonghua is an advantage

• Proficient in Microsoft Office application familiarity with AI-related tools/software is an advantage