Senior/ Officer,Customer Relations & Complaints (Hospitality/ Hotel)

Intermediate (3-6 years)

Technical Skills

  • Claims
  • Customer Service
  • Microsoft Word
  • Translation
  • Word Processing

Job Description

Senior/ Officer,Customer Relations & Complaints (Hospitality/ Hotel)

Location: HK International Airport


  • Report to Manager, Customer Relations, address and resolve customer feedback in written, including but not limited to complaints, compliments, suggestions and other special cases via emails, social platforms and online booking sites in a professional and timely manner
  • Liaise with other departments and outstations to carry out internal investigation into guest-related incidents and to ensure incident reports are submitted on time
  • Coordinate with outstations to ensure company standard procedures / guidelines /  manuals of customer service for onsite guest-related incidents and comments handling are strictly adhered to
  • Assist in dealing with difficult situations especially those with financial / ethical implications i.e. claims, legal cases by following company procedures and guidelines
  • Provide guidance and support to all outstations to ensure accurate and consistent handling of guest-related incidents and comments
  • Identify and report areas for improvement of operational effectiveness and customer satisfaction, and take remedial action with relevant departments and outstations if necessary
  • Prepare reports and analyse feedback from guests to ensure the Company’s standards and service level are being adhered to
  • Maintain a clear and comprehensive comment database
  • Participate in ad-hoc projects or assignments as instructed by the superiors


  • Degree holder or above in English, Bilingual Studies, Translation, or related disciplines
  • At least 4-5 years’ relevant working experience in customer service or hospitality industry, especially in complaints handling
  • Excellent command of written and spoken English and Chinese is a must
  • Good interpersonal, communication and presentation skills with an analytical mind and problem-solving skills
  • Customer-service mindset with strong sense of responsibility
  • Attention to details, self-motivated with the ability to handle multiple tasks
  • Knowledge of quality management systems, process and tools would be an advantage
  • Computer literacy in MS applications and Chinese word processing
  • Candidates with less experience will be considered as Officer, Customer Relations

Interested parties please send full resume with earliest availability, current and expected salary to Human Resources Department by email [email redacted, apply via Jobable].

Personal data provided will be treated in strict confidence and used for recruitment purpose only.

Employment TypeFull-time
Career LevelIntermediate (3-6 years)
Education LevelBachelor
LanguageEnglish, Cantonese

Unit 10-12, 2/F, Airport World Trade Centre, 1 Sky Plaza Road, Hong Kong International Airport, Lantau Island, New Territories

directions_walk3 mins walk from Airport Station