Customer Services Officer (Baggage Services)


Technical Skills

  • Claims
  • Filing
  • Microsoft Excel
  • Microsoft Powerpoint
  • Microsoft Word
  • Travel Arrangements

Job Description

Customer Services Officer (Baggage Services)

Hong Kong Aviation Ground Services Limited (HAGSL)

Hong Kong Aviation Ground Services Limited (HAGSL) started operation in 2014 to provide ground handling services (self-handling and third party handling) at Hong Kong International Airport. HAGSL is a wholly-owned subsidiary of Hong Kong Airlines.

Our Service Approach

Passion to deliver

Extra to give

Options to offer

Promise to fultill

Lasting impression to create

Emotionquotient to serve


In order to cope with our expansion, we are currently seeking high caliber candidates for the following position:-


Customer Services Officer (Baggage Services)



  • Play a key role in service recovery against passengers' problems with their baggage;
  • Act as an ambassador to greet and assist arrival passengers;
  • Record timing of arrival baggage in order to achieve service standard;
  • Fill up PIR form and create files in World Tracer System;
  • Assist retagging and / or dispatching baggage for the next available flight;
  • Assist passengers in reclaiming their baggage in Customs Hall;
  • Trace missing baggage thoroughly;
  • Arrange delivery of mishandled bags to passenger promptly;
  • Offer alternative solutions to settle baggage claims and render assistance to all passengers;
  • Record irregularities on the Duty Report Card and refer it to Duty Supervisor for follow-up.


  • Form 5 graduate or above with at least 5 subjects passed in HKCEE or minimum Level 2 in 5 HKDSE New Senior Secondary Subject (including English and Chinese language) or equivalent;
  • Minimum 1 year experience in airport operations and baggage services field;
  • Customer-oriented with excellent communication and presentation skills;
  • Good command of spoken English and Cantonese, and Mandarin;
  • Proficiency in MS Excel, Word and Power Point;
  • Willing to take shift duties;
  • Immediate available is preferred.

We offer an attractive employment package including free travel privilege* and staff training & development to successful candidates. For interested parties, please send your full resume with availability, current and expected salary to General Affairs Manager, Hong Kong Aviation Ground Services Limited by e-mail (with position applying for and reference number quoted in the subject). We are also welcome for sending your full name and interest position by whatsapp at 90278119.

Please download and bring along the completed Employment Application Form after interview appointment has been made.

To understand more of our company and other vacancies, please visit our website at

Free Travel Privilege

  • Employee and his/her family & friends (for single employee) will be benefit from the free and the lowest fare travel arrangement
  • All destinations flown by HK Airlines and its partners
  • Free tickets, maximum 10-round trip per year
  • 2 more round trip free tickets will be granted to the employee who has completed 5-year of continuous service

All applications will be treated in strict confidentiality and used for recruitment purposes only. Applicants who are not invited for interview within 4 weeks may consider their applications unsuccessful.

Employment TypeFull-time
Education LevelLower Secondary
LanguageEnglish, Cantonese, Mandarin (Putonghua)

7th Floor, One Citygate, 20 Tat Tung Road, Tung Chung, Lantau, Hong Kong

directions_walk1 mins walk from Tung Chung Station