Customer Service Supervisor

2 weeks ago


Doha, Baladīyat ad Dawḩah, Qatar Hamad International Airport Full time

At Hamad International Airport, we believe that success starts with exceptional people. We are keen on finding the right personnel who will be responsible for ensuring that all Quality Standards, including KPIs and SLAs, are achieved or exceeded, and also conducting regular inspections and supervisions of passenger flows, customer service needs, and terminal facility functionalities.

Key Responsibilities
  • Provide superior service to all Hamad International Airport customers professionally and promptly to ensure that all Quality Standards, including SLAs and KPIs, are achieved or exceeded. Conduct regular inspections and supervision of all passenger flows, customer service needs, and terminal facility functionalities.
  • Coordinate daily activities of your team to ensure safe and effective operations.
  • Supervise and assist customers through airport processes and ensure a proactive response from agents towards customer service needs.
  • Monitor the flow through the terminal in compliance with agreed standards and procedures to support the airlines within their business.
  • Ensure smooth passenger flows throughout the passenger terminal complex, including sufficient queue management.
  • Monitor the flow of customers with special needs (PRM or deportees, etc.) and ensure that any help needed in terms of terminal facility guidance is provided to ensure their journey is safe.
  • Proactively seek out terminal pressure points and assign staff to required pressure points to address the issues efficiently.
  • Provide clear and constant feedback to the Duty Terminal Manager in the event of any disruption or facilities problem.
  • Conduct briefings and debriefings with your team within your area of responsibility.
  • Complete regular inspections of all passenger flows, customer service needs, and terminal facility functionalities (i.e., seating areas, queueing, waiting areas, transfer layouts, toilets, travellators, escalators, and elevators) to ensure that operations run efficiently.
  • Assist in providing content and contributing to all Customer Service training programs.
  • Perform other departmental duties related to your position as directed by the Head of the Department.
About You:
  • High School/Vocational Qualification/Diploma or equivalent with a minimum of 3 years of job-related experience.
  • Bachelor's degree or equivalent with a minimum of 2 years of job-related experience.
  • Experience in dealing with customer service at a supervisory level.
  • Supervisory skills, ability to delegate work, set clear direction, and manage workflow.
  • Strong mentoring and coaching skills.
  • Ability to train and develop subordinates' skills and knowledge.
  • Understanding of Key Performance Index and Standard Level Agreement.
  • Computer literacy.
  • Capacity to adapt to a fast-paced and challenging environment.
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