Senior Customer Services Officer
AsiaWorld-Expo Management Limited
- Chek Lap Kok, Hong Kong
- Permanent
- Full-time
Posting Date: 2025-09-01AsiaWorld-Expo Management LimitedWholly owned by Airport Authority Hong Kong, AsiaWorld-Expo (AWE) is one of the most versatile exhibition and event areas in Hong Kong, offering AWEsome value across an enormous diversity of events. AWE offers huge, column-free, integrated ground-access spaces with high ceilings, flexible configurations and ancillary services that can accommodate everything from rock concerts to global conventions and expositions to product launches. But our real value lies in our exceptionally experienced and professional staff working delicately with an AWEsome spirit to serving every client and realising their wishes.Senior Customer Services OfficerJob Descriptions in English version is available / 只提供英文版本Responsibilities:Frontline Operations
- Provide efficient and quality day-to-day operations on the Customer Services' Helpdesk, Ticketing, Office Reception and Baggage Storage Services as well as Event Support
- Handle customer enquiries and complaints via CS hotline, emails and a complaint management system
- Conduct and follow up customer satisfaction surveys
- Monitor service contracts and performance of service contractors
- Assist in VIP escorting, when required
- Maintain grooming and performance as per Customer Services manuals
- Communicate closely with internal/external stakeholders. Plan, implement, organize and monitor all resources deployment to support event
- Monitor and prepare reports for on-line survey, complaint management system
- Handle different service orders and ensure information is accurate, input to system for follow up and filing.
- Perform any ad hoc assignments as required
- Bachelor's degree in Business Administration, Hotel and Hospitality Management or relevant disciplines
- Minimum 3 years of relevant experience in Customer Services; prior experience in Public Relations, Hotel or Hospitality Management disciplines is an advantage
- Good logical thinking, analytical, problem-solving and organizing skills
- Excellent communication and interpersonal skills. Able to interact with all levels of stakeholders
- Proficient in Microsoft Word, Excel, PowerPoint, Outlook and Chinese word processing
- Good command of written and spoken English and Chinese, Mandarin is a plus
- Customer-orientated, creative, innovative and cheerful
- Able to work under pressure to meet tight timelines and multitask
- Shift duty and irregular duty hours are required during events
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HKIA Services Holdings Limited and its subsidiaries are equal opportunities employers.
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