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Assistant Manager, Customer Happiness

Apply now Job no: 497124
Work type: Full time
Location: Hong Kong
Department: Customer & Brand

HK Express is Hong Kong’s first and only low-cost carrier, always offering great value, affordable fares on one of the youngest and most modern aircraft fleets in the world.

Like you, and just like many people across Asia, we love to travel and discover new places across the world’s most diverse and dynamic region; and at HK Express, we’re opening up new travel experiences that inspire and invigorate millions of people across the region we’re proud to call home.  Everything we do is focused on encouraging the spirit of adventure. Our routes provide the inspiration and spontaneity to try somewhere new, disrupting monotonous modern life. As we continue to open up new routes, often in secondary and emerging destinations, our passengers will gain access to an incredible range of places, exploring hidden gems and experiencing local cultures.

We have a diverse and vibrant team that embodies the adventurous spirit of our customers, and loves to travel too. Join us in this journey to make your career even more fulfilling and rewarding.

Role Purpose

  • Analyze customer feedback and champion every opportunity to consistently improve the quality of the customer experience
  • Evaluate customer preferences and identify opportunities to enhance customer relationship, follow up with customers who have expressed concerns and dissatisfaction
  • Investigate and resolve the customer complaints escalated by the Contact Centre and other authorities in a timely and professional manner
  • Resolve complex customer complaints and escalate issues to higher management if necessary
  • Resolve product or service problems by clarifying the customer's complaint - determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment
  • Recommend feasible and practical initiatives and service enhancement to exceed customer expectations and increase customer satisfaction, loyalty and advocacy
  • Collaborate with internal and external stakeholders to support and deliver proposed improvements via the appropriate channels and processes
  • Conduct an induction program to other team members to familiarize them with the Customer Happiness’s team roles and policies
  • Manage reports for monitoring trends of customer complaints and satisfaction to identify areas for improvement, and to make data-driven decisions
  • Develop and maintain a database of customer information and customer complaints
  • Manage all forms of vouchers including generate and reissue the travel vouchers
  • Check and approve the refund cases to ensure the accurate calculation
  • Ensure compliance with all applicable laws and regulations related to customer services
  • Support ad-hoc duties as assigned


The Ideal Candidate

  • Bachelor Degree or equivalent
  • Minimum 5 years relevant work experience in aviation or related field
  • A passion for problem solving and customer service
  • Enthusiastic, independent, customer-oriented with can-do attitude to work with different parties
  • Experience in customer relations handling experience in Airline / Travel / Hotel / Tourism Industry
  • Result driven; enjoy working in a fast-paced environment; equally adept at providing leadership as well as working side by side with the team
  • Good command of written and spoken English, Mandarin and Cantonese

Please note that with effect from 1 June 2022 onwards, all HK Express employees and contractors who work in Cathay House and all other Cathay Group Company premises in Hong Kong must have received a third dose of COVID 19 vaccine. Being tested regularly for COVID-19 is not an option. Consideration will be given to those who are unable to get vaccinated for valid medical reasons.


Your Future Work Life

  • Fly anywhere we fly for free with your friends and family to explore the world
  • Hybrid working with flexibility in workplace and working hours to foster work-life harmony
  • Open office to collaborate, connect and share great ideas
  • Energetic and multicultural teammates from up to 50 nationalities!
  • Company-organized shuttle buses connecting the workplace with major locations in the HK Island, Kowloon and N.T. 

Advertised: China Standard Time
Applications close:

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