Airport Service Excellence Manager

5 days ago


Doha, Baladīyat ad Dawḩah, Qatar PrecisionHire Solutions Full time

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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