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If you would like to pursue a career with ample training and development opportunities, then look no further than Hong Kong Airlines.We provide professional training and career development opportunities for those who are prepared to grow with an energetic company. Due to rapid expansion, we are looking for high caliber candidates to join our professional team.

Assistant Manager, Customer Experience (Project Team)

Apply now Job no: 492694
Work type: Full time
Location: Hong Kong SAR
Categories: Corporate Governance & Development

Responsibilities

  • Collect and consolidate Voice of Customers (VOC) for regular case reviews and drive improvement projects
  • Analyse statistical data to identify service gaps and failures
  • Implement service improvement initiatives at various customer touch-points to elevate overall customer experience
  • Develop constructive customer insights into unique service elements and relay the ideas to relevant stakeholders to implement
  • Represent the team to support ISO9001 audit for the Department
  • Support "Customer Centricity" Service Culture Build
  • Act as key member of the team to drive divisional projects and provide support to overall team operation

Requirements

  • Bachelor Degree holder, preferably in Social Science, Business Studies, Marketing or other relevant disciplines
  • Minimum 2-3 year of project management and customer service enhancement experience with positive influence in project team management
  • Experience in customer complaint handling / quality assurance and able to drive service
  • Analytical mind set and basic knowledge in data analysis and mapping
  • Good command of written and spoken English, Cantonese and Mandarin
  • Proficiency in MS Office applications and Chinese Word Processing
  • Experience in aviation industry is an advantage


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