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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.

Supervisor, Customer Experience

Apply now Job no: 493731
Work type: Full time
Location: Hong Kong SAR
Categories: Corporate Governance & Development


  • Manage customer issues in written complaints in a timely manner
  • Provide guidance to Customer Experience Officers to achieve team KPI and initiatives
  • Assist to achieve optimal operation efficiency on manpower resources management in daily tasks
  • Assist to monitor the standard operating procedures of complaint handling mechanism to be compiled with ISO9001 standard
  • Support the team to implement daily sensitive & urgent case screening, and alert key customer issues to relevant departments for prompt resolution
  • Assist to collect and analyze customer complaints, enquirers and comments to develop regular management reports
  • Develop Customer Experience team as one of the key Voice of Customers (VOC) channels for the organization


  • A University Degree, preferably in Customer Service, Social Science, Public Relations, Communication, Marketing or other relevant disciplines
  • Minimum 3 years of supervisory experience in customer experience or customer relations management (Aviation experience will be an advantage)
  • Excellent communication skill with stakeholders and resolve escalation
  • Analytical mind and basic knowledge in statistics
  • Proficient in written and spoken English and Chinese (Putonghua and Cantonese)
  • Computer literacy and presentation skills including Microsoft Word and Chinese Word


We offer an attractive employment package including free travel privilege* and staff training & development to successful candidates.

For interested parties, please apply through our e-recruitment system  at

To understand more of our company and other vacancies, please visit our website at


Free Travel Privilege

  • Employee and his/her family & friends (for single employee) will be benefit from the free and the lowest fare travel arrangement
  • All destinations flown by HK Airlines and its partners
  • Free tickets, maximum 10-round trip per year
  • 2 more round trip free tickets will be granted to the employee who has completed 5-year of continuous service


Hong Kong Airlines is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only.

Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months.

Under the Personal Data (Privacy) Ordinance, you have the right to ascertain whether we hold your personal data, and if we do, to request for a copy of the data and/or to request the correction of any of the data that is inaccurate. Requests for access to and/or correction of your personal data relating to your application should be sent to us via postal mail at the following address:


Hong Kong Airlines Limited

Human Resources & Administration Department

11/F, One Citygate, 20 Tat Tung Road,

Tung Chung, Lantau, Hong Kong


We may charge a reasonable fee for the processing of any data access request

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