Airport Operations Coordinator
4 days ago
About Our Team:
Work EnvironmentWe 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.
- Manage service level of all customer service aspects of the HIA Customer Contact Centre and Lost Property Office.
- Conduct complaint investigations followed by recommendations and/or implementation of improvement measures.
- Responsible for achieving all KPI's as outlined in the Contact Centre and Lost Property KPI scorecard.
- Provide line manager with regular updates and reports on operational performance.
- Assist Customer Service Improvement team in developing recurrent training modules based on feedback.
- Coordinate process tests and refresher training with Customer Service Improvement team.
- Act as escalation point of contact with Terminal Operations team regarding all operational matters and ensure first call resolution, zero error, and operational excellence.
- Responsible for implementing, monitoring, and efficiently communicating existing and new policies within the team to ensure compliance at all times.
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