ROLE INTRODUCTION

Reports to: Service Excellence Lead

In order to become our customers’ most loved service brand, service excellence is at the heart of our core brand value proposition. Our Customer Services Officer plays a crucial role at the airport by demonstrating to our customers the 3 key brand values of ‘Thoughtful’, ‘Progressive’ & ‘Can-do Spirit’, making all the moments of truth memorable by understanding the voice of our customers and ensuring a safe and reliable operations.

**Promising and Structured Career Development in Airport Service Delivery Department**

Customer Services Officer III > Customer Services Officer II > Service Excellence Lead > Manager on Duty > Duty Manager

Upon relative skills attainment and fulfillment of predetermined performance criteria, you will be rewarded with a progression at 18 months of service or above.

KEY RESPONSIBILITIES

• Provide friendly and efficient assistance to our customers throughout their airport journey, including check-in, boarding, transfer and arrival services

• Act as an ambassador at Smart Check-in kiosk areas, guiding passengers through the process and responding to questions or additional needs

• Ensure passengers meet relevant travel and immigration requirements while adhering to established safety and security procedures

• Maintain up-to-date knowledge of regulatory, operational and service requirements to support consistent service delivery

• Support operational deployment across different functions in line with business needs

REQUIREMENTS

• Right to work in Hong Kong

• Minimum age of 18

• High school graduate or above

• Good command of spoken and written English and Cantonese. Proficiency in Putonghua is an added advantage

• Strong analytical and problem solving skills

• Fresh graduates are welcome. Candidates with 1.5 years or more of experience in any airline or in the hospitality/service industry, will be considered experienced Customer Services Officers and offered a competitive package

• Flexibility to work shift schedules (including overnight, weekend, and public holidays)

• Customer service-oriented attitude and good communication skills

• As this is a Safety Sensitive Role, appointment is subject to passing a pre-employment drug test in accordance with HKCAD Guidance for Screening of Psychoactive Substances (CAD373)