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Contact Center Officer Arabic Speaker
2 weeks ago
- 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.
- 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
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