Responsibilities: 

• Assist Service Management Centre Manager to lead and supervise the Customer Experience team to achieve team KPI and task
• Assist to handle and manage all written customer issues to achieve company target on complaint response time
• Implement daily sensitive & urgent case screening to avoid crisis from happening, and alert relevant departments for prompt resolution
• Assist to collect and analyze critical customer complaints to produce high risk case reports for management reference
• Assist Customer Experience Manager to maintain the Voice of Customers (VOC) channels for the organization for root cause analysis and drive improvement projects
• Maintain the Customer Experience team database and prepare weekly/monthly/quarterly reports
• Support overall CSC initiatives in relations to regulatory compliance aspect

Requirements: 

• A University Degree, preferably in Customer Services, Social Science, Marketing or other relevant disciplines
• at least 5 years of experience involving customer experience or customer relations management, experience in a supervisory position is an advantage. Experience in aviation industry is an advantage.
• Work background in customer relations and able to deliver excellent customer service
• Excellent communication skill with stakeholders and resolve escalation
• An analytical mind and basic knowledge in statistics;
• A good command of written and spoken English, Cantonese and Mandarin
• Computer literacy and presentation skills using PowerPoint, Excel and Word
• Candidate with less experiences will be considered as Supervisor, Customer Relationship