Officer, Service Audit

Job no: 494463
Work type: Full time
Location: Hong Kong SAR
Categories: Branding, Communication & Live Streaming

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Responsibilities

  • Conduct on-site inspections and service quality audits for ground operations, cabin services, and customer-facing areas.
  • Document and report audit findings, highlighting service gaps and areas for improvement.
  • Collect and compile data from service audits, passenger feedback, and satisfaction surveys.
  • Support the analysis of service trends and assist in preparing reports for management review.
  • Coordinate with relevant departments to track and follow up on the implementation of corrective actions.
  • Ensure a complete feedback loop for all identified service quality issues.
  • Maintain accurate records of audits, reports, and performance data.
  • Assist in preparing presentations, audit schedules, and regular updates for the Assistant Manager and management.
  • Work closely with internal departments to facilitate service improvement initiatives.
  • Ensure clear and effective communication of service quality expectations and feedback.

Requirements

  • Bachelor’s degree in Business Administration, Aviation Management, Quality Management, Hospitality, or related field.
  • Minimum of 3 years of experience in service quality management, airline operations (ground services and/or cabin services preferred), or customer experience roles.
  • Proven experience in audits, performance evaluation, and implementing service improvement initiatives, preferably within the aviation or hospitality industry.
  • Strong verbal and written communication skills, with the ability to present findings and recommendations effectively in both Chinese/Mandarin and English.                                       
  • Ability to identify service gaps and ensure high standards in auditing.                                     
  • Proficient in collecting and organizing data for performance evaluation.                                 
  • Collaborative mindset to work effectively with cross-functional teams.
  • Understanding of customer service principles and a commitment to enhancing the passenger experience.

Advertised: China Standard Time
Application close:

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