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Customer Services

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Our reputation for being one of the world's best airlines is largely due to the dedicated Customer Service Officers who deliver service straight from the heart. They're passionate about ensuring that every passenger enjoys a world-class travel experience while moving through airports, from checking in and using the lounge, to boarding the aircraft and collecting their luggage.

If you love working with people in an exciting environment that keeps you thinking on your feet, our Customer Service team is the place for you. If you thrive on staying busy, solving problems and making people's day, just imagine the countless opportunities that are offered by a major international airport. No matter how long you stay in a role, you'll find that every day is different and that there are always new challenges to experience and learn from.

Working at Hong Kong International Airport

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Hong Kong International Airport is one of the busiest and most sophisticated airports in the world; it's open around the clock and accommodates over 220 Cathay Pacific arrivals and departures every day.

As the first point of contact for passengers, Customer Service Officers are ambassadors for Cathay Pacific and Hong Kong. Our strong 1,000-plus team enjoys a great sense of satisfaction in ensuring that every customer who passes through the airport has a safe, secure and seamless journey.

Why work in Customer Service?

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Join us as a Customer Service Officer and there will never be a dull moment in your day. You'll thrive in an exciting and fast-paced environment where one minute you could be checking in a passenger, and the next you could be helping someone make a tight connection.

Our Customer Service team is a young and outgoing group who work hard, but also find plenty of ways to have fun and let their team spirit fly. They're bound by a shared passion for travel, and a unique lifestyle made possible through the great range of benefits on offer. These include flexible shifts, generous travel discounts and access to fun team sport and recreation events.

What's involved?

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First and foremost, Customer Services Officers are responsible for delivering service that comes straight from the heart. That means always being friendly, compassionate and professional, and going to extra mile to quickly respond to our customers' problems and needs.

Whether assisting customers at check-in or greeting an arriving flight, Customer Service Officers ultimately ensure that passengers have a seamless experience from the moment they step inside Hong Kong International Airport. Due to the dynamic nature of our environment and the many external factors that can impact our operations, the role is not without challenges. Our close-knit teams work together to overcome a range of unexpected issues that can arise on a daily basis, such as weather emergencies, cancelled flights, sick travellers and misplaced luggage.

Your career path

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When you come on board as a Customer Services Officer, you'll benefit from a comprehensive four-week induction program that will prepare you for role. The program includes pre-course work and classroom training, as well as on-the-job training that will teach you essential skills while stationed 'Airside' and 'Landside'.

While Airside, you'll learn customer service skills such as how to greet arriving flights, conduct boarding and gate duties, and assist passengers who are in transit or who require special assistance. While Landside, you'll learn how to conduct technical duties such as computerised check-in procedures that enable our passengers to reach their gates on time and ensure that their baggage arrives at the destination.

Demonstrate strong customer service and teamwork skills, coupled with an in-depth understanding of airport and airline operations, and we'll support your progression to the next level. A common career path includes promotion to a Service Leader role, and then to Supervisor and Manager On Duty roles. Team members who fully embody our ‘Service Straight from the Heart' ethos may be promoted to Service Leader within a few years.

There may also be opportunities to progress to operation control function jobs such as Hub Operations. The Hub team works behind the scenes at Hong Kong International Airport to help ensure that all ground operations run smoothly. Team members get involved in duties such as monitoring flights before, during and after check-in process, monitoring transit passenger movements, and liaising with contractors to organise services such as cleaning, catering and fuelling.

What makes a successful Customer Service Officer?

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Our highest performing Customer Service Officers are those who share in our mission to provide service straight from the heart. They possess advanced people skills and the helpfulness, kindness and empathy required to assist a high volume of passengers during their travels.

Customer Service Officers are able to anticipate our customers' needs and collaborate with team members to provide quick solutions in the face of a disruption. If you're the kind of person who can confidently navigate unexpected situations while remaining patient, courteous and pleasant, a career as a Customer Service Officer may be your calling. You'll thrive alongside like-minded people who share your great team spirit and enjoy flexible, shift-based working conditions that won't tie you down.

To be considered for a career in Customer Services, you will need:

  • Permanent Hong Kong resident status.
  • HKCEE: Minimum of Grade E in 5 HKCEE subjects (including Level 2 or above in English Language) or equivalent, or HKDSE: Minimum Level 2 in 5 New Secondary School subjects (or "Attained" for Applied Learning subjects or Grade E for other language subjects) including English Language, or equivalent.
  • An excellent command of spoken English and Cantonese. Fluency in Putonghua is an advantage.
  • The availability to work shifts, including overnight shifts.
  • Previous experience in customer service roles (preferable).

Application

Apply

If you meet the requirements and are interested in joining the team, please Apply Online.

The Recruitment Process

If your application for a Customer Service Officer role is successful, you will be invited to participate in the following recruitment process:

  1. A telephone interview
  2. Assessment via an accuracy test, group discussion exercise and a career talk
  3. A face-to-face interview
  4. An Occupational Health Assessment form