Passenger Experience Manager

7 days ago


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

The Customer Service Supervisor is responsible for leading a team of customer service representatives to provide exceptional service to all airport customers. This role requires a strong background in customer service and experience in a supervisory role.

Key Accountabilities
  • To lead a team of customer service representatives to ensure that all airport customers receive exceptional service.
  • To develop and implement strategies to improve customer satisfaction and loyalty.
  • To conduct regular inspections and supervision of passenger flows, customer service needs, and terminal facility functionalities.
  • To coordinate daily activities of the team to ensure safe and effective operations.
  • To supervise and assist customers through airport processes and ensure a proactive response from agents towards customer service needs.
  • To monitor the flow through the terminal in compliance with agreed standards and procedures to support the airlines within their business.
  • To ensure smooth passenger flows throughout the passenger terminal complex, including sufficient queue management.
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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