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Airport Service Officer(One Year Contract - Part Time)

  • Customer Service
  • Taipei, Taiwan China
  • Cathay Pacific

Airport Services Officer

Reports to : Airport Services Supervisor

Indirectly reports to :  Duty Airport Operation Manager

Responsible for (positions) : N/A

Location/Country : Taipei/Taiwan

Employment Condition : One-Year Contract

Terms of Reference for Cathay Pacific

Job Level : A     

Affects safety and/or security accountability :  Yes


Ensure that overall operations run smoothly and efficiently conforming to safety and security requirements.

Deliver the best possible operation and the airport service experience to ensure our customers always feel special, valued and recognised regardless of circumstance.


Knowing our Business Environment

             Analysis and problem Solving

Driving Service and Business Excellence

             Customer Focus

Collaborating with Other

              Teamwork and Building partnerships


              Interpersonal Effectiveness

              Coping with Pressure

Leading the Airline

Key responsibilities and tasks

Safety First, Quality Always

  • Rigorously execute corporate safety, security and quality policies to ensure the station, employee and suppliers are fully compliant with all regulatory requirements and quality standards
  • Achieve absolute operational integrity with zero safety defects and security infringements
  • Support local airport management to identify and mitigate personal, safety and security risks in the airport environment for our customers

Operational Excellence

  • Ensure operating efficiently being on time and error free
  • Equipped with high proficiency of knowledge and skills required for their assigned tasks
  • Ensure daily operations follow up company standard.
  • Willing to take up additional responsibilities and work shift duties
  • Undertake any other reasonable task as requested

Outstanding Product and Services

  • Deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection and memorable experiences for our customers across all points of contact
  • Update the latest product knowledge
  • Support the use of new technologies in the provision of service to customers
  • Give recognition to our highest-value customers (front-end and elite MPO)

Crisis Management Capability and Preparedness

  • Familiarity with contingency plans and manual fall-back procedures to meet the required standards  
  • Support local airport management to manage flight disruptions and irregularities
  • Ensure customers are cared for, informed and given choice where possible through the use of disruption management tools

People and Team

  • Support team member proactively
  • adapt new challenges and changes
  • Achieve team goal in service campaign

Cost Efficiency and Productivity

  • Support local airport management to drive down costs in day-to-day operation
  • Support station administration duties

Represent CX/KA interests in the Airport Community

  • Support local airport management to work with external parties in the best interests of the Company – authorities, suppliers and service providers, oneworld partners, and other airlines
  • Protect the Company’s reputation

Qualifications / Experience

Knowledge, skills, training and experience

  • Customer Service experience is preferred
  • Demonstrable ability to work independently with good decision-making skills
  • Self-motivated and enjoys teamwork
  • Strong customer service mentality with superior interpersonal skills
  • Good technical knowledge and capability (multi-skilled) to perform each airport job function (with a requirement to pass all training arranged by department and AHQ) 
  • Good understanding of Company policies and procedures and required local and international regulatory procedures 
  • Ability to work in pressurised situations such as disruption, Emergency and Accident and contingency situations
  • To complete other assignment allotted by his/her supervisors.


  • Taiwan national register and holding Taiwan ID card
  • University degree
  • TOEIC certificate is required to submit with the application and SW test is preferred
  • Punctuality on every duty
  • Availability to work shifts (includes overnight shifts)
  • Availability for shift adjustment or extension regarding flight disruptions handling, manpower requirement
  • To conform to employee discipline, safety & Security requirement, and grooming & dress code

Application deadline:  11 November 2018

Please refer to IntraCX for details of our Internal Vacancy Policy and Compensation Management Policy.

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.