Contact Center Officer
4 weeks ago
About the role:
Hamad International Airport is a dynamic and innovative aviation company dedicated to delivering exceptional customer experience. We are seeking a motivated Contact Centre Officer to join our team and play a pivotal role in providing outstanding service to our valued customers.
Manage service level of all customer service aspect of the HIA Customer Contact Centre and Lost Property Office. Conduct complaint investigations followed by recommendations and/or implementation of improvement measures. Responsible for achieving all KPI's as outlined in the Contact Centre Centre and Lost Property KPI scorecard. Provide line manager with regular updates and reports on operational performance. Assist Customer Service Improvement team in developing recurrent training modules based on feedback. Coordinate process test and refresher training with Customer Service Improvement team. Act as escalation point of contact with Terminal Operations team regarding all operational matters and ensure first call resolution, zero error and operational excellence. Responsible for implementing, monitoring and efficiently communicating existing and new policies within team to ensure compliance at all times.QualificationsAbout you:
High School/Diploma/Diploma Qualification with minimum 4 years of job-related experienceBachelor's Degree or Equivalent with minimum of 3 years job-related experience Proficient in English and Arabic Language both verbal and written Expert in MS Office Contact Centre Team Lead/ Supervisory experience Experience in handling Complaint investigations Lost Property Functional ExperienceHow to apply
Please see below for all eligibility and requirements for internal applications.
Please note that any applications not meeting criteria will not be processed.
Employees must have completed a minimum 10 months in their current role to be eligible to apply for an internal move. Employees can only have three active applications at any time. All internal candidates can only have three active applications at any point in time. All internal candidates with an active final warning letter will be automatically disqualified from the recruitment process If you are Cabin Crew or Deck Crew(Qatar Airways & Qatar Executive) candidate, you would require NOC to apply for this role.We have other current jobs related to this field that you can find below
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