Customer Service Improvement Officer
4 days ago
About the Role:
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 providing excellent customer service and terminal operation training, as well as conducting customer service and operational improvement campaigns, besides maintaining a customer-centric airport environment.
Key Accountabilities:
- Responsible for managing the service level of all customer service aspects of the HIA Customer Contact Centre (CC) and Lost Property (LP) Office.
- Conduct complaint investigations followed by recommendations and/or implementation of improvement measures.
- Responsible for achieving all KPIs as outlined in the CC/LP KPI scorecard.
- Provide line manager with regular updates and reports on operational performance.
- Assist the Customer Service Improvement team in developing recurrent training modules based on feedback.
- Coordinate process tests and refresher training with the Customer Service Improvement team.
- Act as an escalation point of contact with the 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 the team to ensure compliance at all times.
- Perform other department duties related to his/her position as directed by the Head of the Department.
High School qualification/vocational qualification/Diploma or equivalent with a minimum of 4 years of relevant experience.
Bachelor's Degree or equivalent with a minimum of 3 years of relevant experience.
Proficient in English Language for business purposes (both verbal and written).
Should possess knowledge in MS Office at an expert level.
Knowledge of Corporate Training Delivery.
Experience in Project Management.
Should have Customer Experience Mapping.
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