Contact Center Officer Arabic Speaker

2 weeks ago


Doha, Baladīyat ad Dawḩah, Qatar Talent Pal Full time
About the role: Hamad International Airport is a dynamicand innovative aviation company dedicated to delivering exceptionalcustomer experience. We are seeking a motivated Contact CentreOfficer (Arabic Speaker) to join our team and play a pivotal rolein providing outstanding service to our valued customers.
  • Manage service level of allcustomer service aspect of the HIA Customer Contact Centre and LostProperty Office.
  • Conduct complaintinvestigations followed by recommendations and/or implementation ofimprovement measures.
  • Responsible forachieving all KPIs as outlined in the Contact Centre Centre andLost Property KPI scorecard.
  • Provide linemanager with regular updates and reports on operationalperformance.
  • Assist Customer ServiceImprovement team in developing recurrent training modules based onfeedback.
  • Coordinate process test andrefresher training with Customer Service Improvementteam.
  • Act as escalation point of contact withTerminal Operations team regarding all operational matters andensure first call resolution zero error and operationalexcellence.
  • Responsible for implementingmonitoring and efficiently communicating existing and new policieswithin team to ensure compliance at alltimes.
Qualifications Aboutyou:
  • HighSchool/Diploma/Diploma Qualification with minimum 4 years ofjobrelated experience
  • Bachelors Degree orEquivalent with minimum of 3 years jobrelatedexperience
  • Proficient in English and ArabicLanguage both verbal and written
  • Expert in MSOffice
  • Contact Centre Team Lead/ Supervisoryexperience
  • Experience in handling Complaintinvestigations
  • Lost Property FunctionalExperience
This job has beensourced from an external job board.
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