Senior Operation Officer, Customer Service

Responsibilities:

• Support Customer Service Officer (CSO) contract management, including contract administration, performance monitoring, roster and training coordination, operational matters to ensure service requirements are met
• Assist in preparing and updating training materials, and support training arrangements to enhance CSO service quality and operational readiness
• Coordinate and maintain close communication with internal departments, external vendors and service providers on iCSC projects to ensure deliverables meet agreed quality standards and timelines
• Provide support for the Customer Service Excellence Program and related customer service campaigns
• Other duties assigned in relation to the provision of customer services

Requirements:

• Degree holder with at least 3 years of relevant work experience, preferably in customer service and/or airline operations-related industries
• Hands-on operational experience in Customer Services or Airport Operations is preferred
• Airport knowledge and hands-on supervision experience required
• A good team player with strong communication and interpersonal skills
• Proactive, able to work independently and under pressure
• Proficient in Microsoft Office application
• Good command of spoken and written English and Chinese with knowledge of Putonghua is an advantage