Customer Support Executive (1 year contract)
Airport area, HK
HAECO ITM Limited is a joint venture company between HAECO (Hong Kong Aircraft Engineering Co. Ltd.) and Cathay Pacific Airways based in Hong Kong, providing aircraft component services ranging from flexible inventory pooling solutions, Power-By-The-Hour component support services and component repair management to ad-hoc loans, exchanges and world-wide AOG support. HAECO ITM consists of different functions such as Asset Management & Trading, Inventory Management, Repair Management and Value Engineering.
Position Description
Working with a team of specialists to deliver best ITM service experience to customer, with ability to handle issues including but not limited to daily route operational issue such as AOG, customer enquiry, disputes and complaints and cross-departmental improvement projects.
Aim is to maintain and improve customer satisfaction, loyalty and retention for ITM business.
What You'll Do
- Ensure the quality of customer services to customer, making sure no safety risk caused by component supplied by HAECO ITM to our customer flight operations
- Meeting the contractual ITM service level performance
- Maintain/improve customer satisfaction, loyalty and retention
- As part of the team, implement strategies and continuous process improvement to enhance quality of service, productivity and profitability
What You'll Need
Technical and other Relevant Experience
- Minimum 2 years relevant working experience, preferably in aviation industry (A Higher diploma / degree in other disciplines but with equivalent related work experience may be considered)
- Strong computer proficiency, especially MS Office (Excel, Word, PowerPoint). Having advantage if equipped with skills in data analytics and process automation
- Knowledge or experience in aircraft components, account management, or contract management would be an advantage
Qualifications and other Relevant Knowledge
- Degree in Supply Chain Management, Engineering or related disciplines. (A Higher diploma / degree in other disciplines but with equivalent related work experience may be considered)
- Good command of English, both spoken and written. Knowledge of Mandarin or other Asian languages is an added-value
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