Airport Operations Coordinator

4 days ago


Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

About Our Team:

Work Environment

We are a dynamic and innovative aviation company dedicated to delivering exceptional customer experience. Our team is committed to providing outstanding service to our valued customers.

Role Requirements
  • High School/Diploma Qualification with a minimum of 4 years of job-related experience.
  • Bachelor's Degree or Equivalent with a minimum of 3 years job-related experience.
  • Proficient in English and Arabic Language both verbal and written.
  • Expert in MS Office.
  • Contact Centre Team Lead/Supervisory experience.
  • Experience in handling complaint investigations.
  • Lost Property Functional Experience.
Main Responsibilities
  1. Manage service level of all customer service aspects of the HIA Customer Contact Centre and Lost Property Office.
  2. Conduct complaint investigations followed by recommendations and/or implementation of improvement measures.
  3. Responsible for achieving all KPI's as outlined in the Contact Centre and Lost Property KPI scorecard.
  4. Provide line manager with regular updates and reports on operational performance.
  5. Assist Customer Service Improvement team in developing recurrent training modules based on feedback.
  6. Coordinate process tests and refresher training with Customer Service Improvement team.
  7. Act as escalation point of contact with Terminal Operations team regarding all operational matters and ensure first call resolution, zero error, and operational excellence.
  8. Responsible for implementing, monitoring, and efficiently communicating existing and new policies within the team to ensure compliance at all times.


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