Customer Service Team Lead

7 days ago


Doha, Baladīyat ad Dawḩah, Qatar Hamad International Airport Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Supervisor to join our team at Hamad International Airport. This is an exciting opportunity for a motivated and results-driven individual to take on a challenging role that requires strong leadership and customer service skills.

Key Responsibilities
  • Lead a team of customer service representatives to ensure exceptional service delivery to all airport customers.
  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Conduct regular inspections and supervision of passenger flows, customer service needs, and terminal facility functionalities.
  • Coordinate daily activities of the 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 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 to ensure that operations run efficiently.
About You:
  • You have a high school/vocational qualification/diploma or equivalent with a minimum of 3 years of job-related experience.
  • Alternatively, you have a Bachelor's degree or equivalent with a minimum of 2 years of job-related experience.
  • You have experience in dealing with customer service at a supervisory level.
  • You possess strong mentoring and coaching skills, as well as the ability to train and develop subordinates' skills and knowledge.
  • You have a good understanding of Key Performance Index and Standard Level Agreement.
  • You are computer literate and able to adapt to a fast-paced and challenging environment.


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