環美郵輪碼頭（香港）有限公司-客戶服務經理 (Customer Service Manager)

Key Responsibilities

Operations Coordination & SOP Development

• Oversee daily terminal operations for passenger embarkation and disembarkation.

• Develop and optimize customer service SOPs and service quality monitoring mechanisms.

Team Leadership & Part-time Staff Management

• Lead the customer service team and operations assistants; plan training programs to enhance service quality.

• Manage part-time staff recruitment, scheduling, on-site deployment, and attendance control to optimize labor costs.

Passenger Experience & Crisis Management

• Supervise concierge and guest services.

• Establish a complaint handling mechanism; personally manage complex cases and on-site emergencies.

Crowd Management & On-site Order

• Design and implement crowd control plans and passenger flow routing (covering baggage areas, customs zones, and shuttle/transfer areas).

• Direct on-site teams to maintain order, ensuring smooth and safe passenger flow during peak periods.

Data Reporting & Administration

• Review operational data and prepare management reports with improvement recommendations.

• Manage departmental administration and operational budgets.

Cross-departmental & External Coordination

• Liaise with cruise lines, government authorities (Customs/Immigration), security, and transportation providers to ensure seamless operations.

Requirements

• Education: Bachelor's degree in Hospitality Management, Aviation/Tourism Management, Property Management, or a related field.

• Experience: 5+ years of customer service operations experience, including 3+ years in a managerial role. Candidates with a background in cruise terminals, airports, exhibition venues, or premium properties are preferred.

• Skills: Strong capabilities in crowd management, team leadership, crisis handling, and cross-departmental communication.

• Other: Must be willing to work shifts according to cruise berthing schedules, including weekends and public holidays.