Customer Services Officer Peggy Elevates Airport Experience Through Tech-Enabled, Human-Centric Service
For our Customer Services Officer, Peggy, working with people has always been her calling. Every time she meets a passenger from another part of the world at the airport, she feels certain she has made the right career move.
Caring for Every Journey: From Check-in Counters to Boarding Gates
The responsibilities of a Customer Services Officer are mainly divided into two areas: Landside and Airside. At the counters, the landside team welcomes passengers through check-in, bag drop, and travel document verification, while the airside team assists with boarding, flight arrivals, and transfers, ensuring passengers are thoughtfully cared for throughout their journey. With the hustle and bustle of the airport, Peggy interacts with people from diverse backgrounds every day. She shares that she often gets to witness various important moments in passengers’ lives.
“Being able to help passengers smoothly board their flights gives us our greatest sense of accomplishment.” She recalls a time when flight schedule changes affected several passengers who needed to arrive at their destination in time for work. She proactively provided various contingency options, striving to help them continue their journey.
Providing Human-Centric Responses to Passengers' Needs
As technology continues to be integrated into airport operations, passengers can complete check-in procedures through self-service facilities. Peggy believes that while technology can lift efficiency, human interaction remains irreplaceable and that the two must complement each other. She shares that quality customer service requires immediate responses and attentive observation; it is not just about following procedures but about responding to passengers' needs right then and there.
Our customer service training not only emphasises communication skills and professional knowledge but also our brand values. Peggy believes that Customer Services Officers deliver a world-class airport experience by being thoughtful, progressive, and driven by a can-do spirit.
Developing Skills Beyond Airport Services
We provide comprehensive skill development opportunities. Beyond training new joiners, our people have opportunities to take on other responsibilities, such as handling flight bookings and employee travel. At the same time, we also encourage our people to participate in major events, such as the Chinese New Year Night Parade, or serve as recruitment ambassadors, sharing their experiences with aspiring aviation talents. For Peggy, these experiences have not only strengthened her customer service skills, but also broadened her horizons – unlocking endless possibilities in her career.
