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.

Location: Shenzhen, China

Reporting line: Manager, Customer Care

Overview:
The Assistant Manager, Customer Care investigates and resolves customer complaints escalated from the Contact Centre and authorities in Mainland China, collaborates with marketing to address social media concerns, and analyzes feedback to drive service improvements. The role coordinates with internal and external stakeholders, maintains customer databases, manages travel voucher processes, ensures compliance with regulations, and supports policy updates related to passenger rights.

Role and Responsibilities:

• Investigate and resolve customer complaints escalated by the Contact Centre and other authorities in Chinese Mainland in a timely and professional manner, escalate issues to management when necessary
• Collaborate with the Marketing team to monitor social media in Chinese Mainland and proactively resolving customer concerns, while collaborating with internal teams to manage negative sentiment and mitigate potential crises
• Address product or service issues by analysing customers’ complaint and identifying the root cause, implementing appropriate solutions and corrective measures for service recovery
• Analyse customer feedback to identify improvement opportunities, propose actionable initiatives, and enhance services to elevate customer experience, loyalty, and advocacy
• Collaborate with internal and external stakeholders to support and deliver proposed improvements via the appropriate channels and processes
• Regularly visit the Hong Kong headquarter and relevant authorities in Chinese Mainland to build and maintain strong relationships
• Coordinate reports that analyse customer complaints and satisfaction trends, identifying areas for improvement and drive data-driven strategies
• Establish and maintain a database of customer information and complaints
• Supervise the management of vouchers, ensuring the generation and reissuance of travel vouchers are handled efficiently
• Assist in maintaining and ensuring that the Customer Care team's SOPs are regularly reviewed and updated
• Maintain a comprehensive knowledge base that reflects the most current policies and procedures
• Ensure compliance with relevant regulations related to customer service across our airline network, while assisting in the review and update of policies regarding passenger rights in response to local authority disruptions at both existing and new ports
• Support ad-hoc duties as assigned

Qualifications:

• Bachelor’s degree or equivalent
• Native Mandarin and Cantonese speaker with excellent written and verbal communication skills in both Chinese and English
• Minimum 5 years relevant work experience in aviation or related fields
• A passion for problem solving and customer service
• Enthusiastic, independent, customer-oriented with can-do attitude to work with different parties
• Experience in complaint handling within the airline, travel, or hospitality industries, particularly in resolving critical issues, will be highly considered
• Skilled in prioritizing tasks according to severity, potential impact, and urgency
• Capable of managing challenging situations and adapting to shifting priorities and customer demands in a dynamic environment.

职位: 客戶服務助理经理

地点: 深圳

汇报对象: 客戶服務经理

职责与工作内容:

• 收集及分析旅客反馈，积极促进持续改进旅客体验质量的方案。
• 评估旅客需求与期望，发掘提升旅客关系的机会，并对表达不满的旅客进行主动跟进与关系维护。
• 调查并解决由客服中心及相关机构升级的旅客投诉。
• 负责处理复杂的旅客投诉，并按规范流程将需升级事项呈报管理层。
• 基于旅客投诉分析，解决产品与服务问题根源，筛选并阐释最佳解决方案。
• 提出切实可行的服务优化建议，以提升旅客满意度、忠诚度与推荐度。
• 协同内外部合作伙伴，通过相应渠道与流程，推进并落实各项改进方案。
• 创建旅客投诉分析报告，以监测旅客投诉和满意度的趋势，通过数据分析识别改善点。
• 构建与维护旅客信息及投诉数据库，确保数据的完整性与准确性。
• 监管代金券管理流程，并依据部门需求，按流程协助处理代金券的签发与补发事宜。
• 积极与中国大陆各管理机构及组织保持沟通，按要求提供所需信息，并确保沟通清晰准确。
• 代表公司出席调解会议及法庭聆讯以解决旅客纠纷，在维护公司利益的同时保持积极的旅客关系。
• 协助处理分配的临时职责

任职资格:

• 拥有学士学位或同等学历
• 具备5年以上航空或相关领域工作经验
• 热爱解决问题并致力于提供优质客户服务
• 积极主动、独立自主、以客户为中心，能以积极态度与各方协作
• 具有航空、旅游、酒店等客户关系处理经验者优先
• 能适应快节奏环境，有效发挥领导力，善于与团队协同
• 具备良好的普通话、英语及粤语书面与口语表达能力