Assistant Manager, Customer Service

Responsibilities:

• Manage a survey team to execute different passenger research
• Ensure research design, sampling and data collection comply with guidelines and standards
• Facilitate different customer experience practices of the Airports Council International (ACI) Airport Customer Service Accreditation Program
• Coordinate different engagement activities with passengers, staff, and professional parties to promote customer service culture, service standards, and the image of HKIA
• Drive tenders, formulate tender execution, and mobilize service or event commencement
• Provide ad-hoc support to the team and department on budget management, business planning, and presentations

Requirements:

• Degree holder in Business, Social Sciences, Aviation, Tourism, Hospitality or other related disciplines
• Minimum 6 years of relevant working experience with at least 2 years’ experience in customer research, customer experience management or service design
• Proven experience in managing qualitative and quantitative research projects is preferred
• Strong problem solving and analytical skills with the ability to interpret data and present clear insights
• Excellent communication and interpersonal skills, with a customer-centric mindset and strong team spirit
• Knowledge in using Al tools and data visualization platforms is an advantage
• Good command of spoken and written English and Chinese, including Putonghua
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint)