Manager, Customer Service

Responsibilities:

• Oversee the team to manage and drive the Customer Service Excellence Program, cultivating a strong customer-first culture across the organization
• Organize regular meetings of the Customer Service Excellence Steering Committee
• Lead year-round Customer Service Excellence events and programs for the community, such as best practices sharing, staff appreciation campaigns, award ceremonies, promotions, visits, training programs, etc.
• Manage passenger surveys, the airport accreditation program, and airport voting promotion activities, including Airport Service Quality scheme survey operations, passenger focus groups, journey mapping, etc
• Prepare and oversee the tender approval processes, formulating and executing the tendering process to award and mobilize service and event organizers
• Develop and monitor business and budget plans to ensure achievement of planned objectives and financial targets
• Drive and introduce innovative initiatives to further enhance service delivery

Requirements:

• Degree holder in Business Administration, Transportation, Aviation Management, Facility / Event Management, Communication, Language, or related disciplines with a minimum of 8 years of relevant working experience
• Airport operation experience or experience in project management or procurement activities is preferred
• Proactive, multitasking, and possesses strong project management capabilities
• Strong leadership with a passion for excellence and determination to overcome barriers
• Good team player with strong communication, interpersonal, and analytical skills
• Good spoken English and Chinese; knowledge of Putonghua is an advantage
• Competent PC skills in Word, Excel, and PowerPoint