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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.

Officer, Customer Experience (Project Team)

Apply now Job no: 492697
Work type: Full time
Location: Hong Kong SAR
Categories: Corporate Governance & Development


  • To work with team manager to analyse customer issues and comments collected in various channels
  • To conduct case review meetings with relevant internal departments
  • To work with team manager to drive improvement projects through identifying service failures and gaps in Voice of Customers (VOC)
  • To Support the ISO9001 Certification
  • To develop constructive insights with potential service selling points and relay the ideas to relevant stakeholders to consider implementation
  • To support Internal Service Culture Program and the team on assignments


  • Bachelor Degree holder, preferably in Social Science, Business Studies, Marketing or other relevant disciplines
  • Minimum 1-2 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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