Service Excellence Officer

5 days ago


Doha, Baladīyat ad Dawḩah, Qatar PrecisionHire Solutions Full time
Role Overview:
We are looking for a highly motivated and experienced individual to fill the role of Airport Customer Service Coordinator. As a key member of the team, you will be responsible for managing the service level of all customer service aspects of the HIA Customer Contact Centre (CC) and Lost Property (LP) Office.

Your key responsibilities will include conducting complaint investigations, recommending and/or implementing improvement measures, achieving all KPIs as outlined in the CC/LP KPI scorecard, and providing line manager with regular updates and reports on operational performance.

You will also be responsible for assisting the Customer Service Improvement team in developing recurrent training modules based on feedback, coordinating process tests and refresher training with the Customer Service Improvement team, and acting as an escalation point of contact with the Terminal Operations team regarding all operational matters.

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