Support the Terminal Operation & Government Facilitation Team in operational planning to devise and execute service enhancement initiatives
Monitor day-to-day contractors service delivery and ongoing administration according to the prescribed standards
Conduct data analysis to monitor service performance and customer satisfaction, and drive process improvements to enhance passenger experience
Coordinate with internal and external stakeholders, including airlines, Passenger Handling Agents (PHAs) and service contractor to ensure timely service delivery
Coordinate with relevant departments to ensure operation procedures and contingency plans are in place to cope with operational needs and facilitate the necessary drills and exercise
Handle and follow up on customer enquiries, feedback and complaints
Perform ad-hoc duties as required
Requirements:
Degree holder and fresh graduate are welcomed associate degree or higher diploma with minimum 2 years relevant work experience, or secondary education level with at least 4 years work experience will also be considered
Associate degree / higher diploma, or secondary education level with only 2 years work experience will be considered as Operation OfficerTrainee
Hands-on experience in customer service, airport operation or sizable transport facility is preferred
Proactive, innovative and service oriented and a team player with good communication and interpersonal skills
Strong problem-solving, organisation skills and able to work independently and under pressure
Competent PC skills in Word, Excel and PowerPoint
Proficiency in spoken and written English and Chinese, including Putonghua
