Operation Officer, Customer Service

Job Description - Operation Officer, Customer Service (263093)

Responsibilities:

• Conduct customer, employee and airport stakeholder research through various surveys and measurement tools, meet and greet passengers to collect opinions, feedback and understand customer behaviors at the airport for performance monitoring
• Assist in survey data analysis, transform data into actionable items and prepare reports for internal/external sharing
• Participate in market research and the design of questionnaires as and when required
• Assist in the Customer Service Excellence year-round program, e.g. organize events, workshops and prepare meeting materials
• Coordinate and maintain close communication with internal departments, external vendors, consultants and service providers, ensuring deliverables meet agreed quality standards and timelines
• Provide administrative support to the team e.g. goods/service procurement, IT equipment care taking, event logistic etc
• Required to wear uniform for face-to-face interviews and perform duties on Saturdays and Sundays on monthly basis

Requirements:

• Degree holders in Statistics, Travel and Tourism, Marketing or Language Studies are welcome to apply. Fresh graduates will also be considered
• Candidates with an Associate Degree / Higher Diploma and at least 2 years' relevant experience, or secondary education with at least 4 years' relevant experience, may also be considered for the position of Operation Officer
• Candidates with an Associate Degree / Higher Diploma without the required experience, or secondary education with at least 2 years' work experience, may be considered for the position of Operation Officer Trainee
• Good interpersonal and communication skills. Knowledge and skills of using other languages as a definite asset
• Proactive, out-going, customer-focused, with a can-do attitude
• Responsible, able to work collaboratively in achieving common goals
• Good command of spoken and written English and Chinese with knowledge of Putonghua is an advantage
• Proficient in Microsoft Office application; familiarity with AI-related tools/software is an advantage

: 2026-08-24

: 2026-09-06