Customer Services Officer

Role Introduction

Reports to: Service Excellence Lead

In order to become our customers’ most loved service brand, service excellence is at the heart of our core brand value proposition. Our Customer Services Officer plays a crucial role at the airport by demonstrating to our customers the 3 key brand values of ‘Thoughtful’, ‘Progressive’ & ‘Can-do Spirit’, making all the moments of truth memorable by understanding the voice of our customers and ensuring a safe and reliable operations.

**Promising and Structured Career Development in Airport Service Delivery Department**

Customer Services Officer III > Customer Services Officer II > Service Excellence Lead > Manager on Duty > Duty Manager

Upon relative skills attainment and fulfillment of predetermined performance criteria, you will be rewarded with a progression at 18 months of service or above.

Key Responsibilities

• Provide friendly and efficient assistance to our customers throughout their airport journey, including check-in, boarding, transfer and arrival services
• Act as an ambassador at Smart Check-in kiosk areas, guiding passengers through the process and responding to questions or additional needs
• Ensure passengers meet relevant travel and immigration requirements while adhering to established safety and security procedures
• Maintain up-to-date knowledge of regulatory, operational and service requirements to support consistent service delivery
• Support operational deployment across different functions in line with business needs

Requirements

• Right to work in Hong Kong
• Minimum age of 18
• High school graduate or above
• Good command of spoken and written English and Cantonese. Proficiency in Putonghua is an added advantage
• Strong analytical and problem solving skills
• Fresh graduates are welcome. Candidates with 1.5 years or more of experience in any airline or in the hospitality/service industry, will be considered experienced Customer Services Officers and offered a competitive package
• Flexibility to work shift schedules (including overnight, weekend, and public holidays)
• Customer service-oriented attitude and good communication skills
• As this is a Safety Sensitive Role, appointment is subject to passing a pre-employment drug test in accordance with HKCAD Guidance for Screening of Psychoactive Substances (CAD373)

Benefits

• Being part of a world-class service brand to be proud of
• World-class training and a structured career progression path
• A safe and collaborative working environment which embraces a diverse and inclusive culture
• Special allowance(s) is entitled to overnight and public holiday shifts
• Medical coverage & other flexible benefits
• Flexible retirement scheme
• Discounted travel for you and your family

Personal & Application Information

Equal Opportunity
Cathay Pacific is committed to fostering an environment that values Diversity, Equity, Inclusion and Belonging. As an equal opportunity employer, we are committed to attracting and hiring qualified individuals from diverse backgrounds, experiences and abilities. We strive to create a respectful, inclusive workplace free from discrimination, harassment and bullying.
Privacy
Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.