Airport Service Excellence Manager
5 days ago
PrecisionHire Solutions is committed to providing exceptional customer experiences at Hamad International Airport. As a key member of our team, you will be responsible for ensuring that all customer service aspects meet the highest standards.
Key Responsibilities:
- Manage the service level of the HIA Customer Contact Centre (CC) and Lost Property (LP) Office.
- Investigate complaints and implement improvements.
- Achieve all KPIs as outlined in the CC/LP KPI scorecard.
- Provide regular updates and reports to line managers.
- Develop recurrent training modules based on feedback.
- Coordinate process tests and refresher training.
- Ensure first call resolution, zero error, and operational excellence.
- Implement, monitor, and communicate policies effectively.
Requirements:
- Relevant education and experience.
- English language proficiency.
- MS Office expertise.
- Corporate Training Delivery knowledge.
- Project Management experience.
- Customer Experience Mapping skills.
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