Lead Agent - Customer Service Representative - Full Time

Job Title

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what's next. Let's define tomorrow, together.

Description

As the face of our customer, here's what you will do:

Whether our customers are traveling for business or pleasure, you are the professional in the airport that crafts important connections and encourages an environment where everyone feels welcome, valued, and respected. You will be interacting with our domestic and international customers in our lobbies and at gates, helping them with ticketing, baggage, greeting customers as they start and end their journey and doing it with a smile. You will provide friendly, professional, confident, and insightful service to help resolve customer travel issues and make their experience memorable.

Job Overview And Responsibilities:

• Direct airport activities including customer handling and coordinate aircraft handling with flight operations and maintenance
• Staffing the ticket counter boarding gates and baggage services area of the airport with ground handling agency
• Receiving and directing incoming calls, greeting and directing customers concerning flight operations
• Coordinates and oversees daily flight activity between all operating department within company operational system. Also, supervise catering, cabin cleaning, passenger boarding, and cargo loading operations
• Check commissary supplies and in flight magazines and newspapers
• Oversees document preparation for departing flight. Oversee check in counter as well as boarding gates and baggage services area
• Ensure necessary services are completed for all departures if not find solutions to operate on time
• Duties include but not limited to local customer services but overall operational coordination and liaison with SOCC, up line or down line stations
• Review PNL for flight, notes connecting customer from OAL and checks those flights for irregularities
• Handling any restricted articles according to security regulations
• Complete station dispatch/delay report and handle post departure work
• Oversee inbound passenger processing resolves lost baggage and damage report as necessary. Support and resolve specific needs of the customer
• Support and oversee ground handling company and provide necessary instructions
• Maintain positive relationship with ground handling company
• Retain full knowledge of all terms and conditions of ground handling operations
• Perform any additional administrative duties as assigned by supervisor or general manager
• Provide off-line charter handling / operation support as requested by general manager

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

Qualifications

Minimum Qualifications:

• 3 years customer service or flight operation experience at an international airport.
• High degree of interpersonal and excellent customer service skills.
• Must have a professional appearance.
• Must be flexible to work any shift including early morning, late nights, weekends and holidays.
• Requires dependable attendance and punctuality.
• Must be legally authorized to work permanently in Hong Kong without sponsorship.
• Must have excellent communication skills and the ability to read, write, speak and understand both English and Mandarin Chinese.
• Must be able to successfully pass a pre-placement physical, including strength, hearing/vision test, and background investigation.