Customer Experience Improvement Officer

7 days ago

Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time
About the Role:

At Qatar Airways, we are committed to delivering exceptional customer experiences. We are seeking a highly skilled and experienced professional to join our team as a Customer Service Improvement Officer. This role is responsible for providing excellent customer service and terminal operation training, as well as conducting customer service and operational improvement campaigns.

Key Responsibilities:
  1. Service Level Management: Manage the service level of all customer service aspects of the HIA Customer Contact Centre (CC) and Lost Property (LP) Office.
  2. Complaint Investigations: Conduct thorough investigations into customer complaints, followed by recommendations and/or implementation of improvement measures.
  3. Performance Metrics: Achieve all Key Performance Indicators (KPIs) as outlined in the CC/LP KPI scorecard.
  4. Reporting and Updates: Provide regular updates and reports on operational performance to the line manager.
  5. Training Development: Assist the Customer Service Improvement team in developing recurrent training modules based on customer feedback.
  6. Process Coordination: Coordinate process tests and refresher trainings with the Customer Service Improvement team.
  7. Escalation Point: Act as the escalation point of contact with the Terminal Operations team regarding all operational matters, ensuring first call resolution, zero errors, and operational excellence.
  8. Policy Implementation: Implement, monitor, and efficiently communicate existing and new policies within the team to ensure compliance at all times.
  9. Additional Responsibilities: Perform other department duties related to this position as directed by the Head of the Department.
Requirements:
  1. Qualifications: High School qualification/vocational qualification/Diploma or equivalent with a minimum of 4 years of relevant experience.
  2. Education: Bachelor's Degree or equivalent with a minimum of 3 years of relevant experience.
  3. Language Skills: Proficient in English Language for business purposes (both verbal and written).
  4. Technical Skills: Should possess knowledge in MS Office at an expert level.
  5. Corporate Training: Knowledge on Corporate Training Delivery.
  6. Project Management: Experience in Project Management.
  7. Customer Experience Mapping: Should have Customer experience mapping.

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