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Customer Service Improvement Officer

2 months ago

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

We are seeking a highly skilled and experienced professional to join our team at Qatar Airways Group as a Customer Service Improvement Officer. In this role, you will be responsible for providing exceptional customer service and terminal operation training, conducting customer service and operational improvement campaigns, and maintaining a customer-centric airport environment.

Key Responsibilities:

  • Manage service levels of all customer service aspects of the HIA Customer Contact Centre (CC) and Lost Property (LP) Office.
  • Investigate complaints and provide recommendations for improvement measures.
  • Ensure achievement of all KPIs as outlined in the CC/LP KPI scorecard.
  • Provide regular updates and reports on operational performance to line managers.
  • Collaborate with the Customer Service Improvement team to develop recurrent training modules based on feedback.
  • Coordinate process tests and refresher training with the Customer Service Improvement team.
  • Act as an escalation point of contact with the Terminal Operations team regarding operational matters and ensure first call resolution, zero error, and operational excellence.
  • Implement, monitor, and communicate existing and new policies within the team to ensure compliance at all times.
  • Perform other department duties related to this position as directed by the Head of the Department.
Requirements:

A high school qualification, vocational qualification, or diploma with a minimum of 4 years of relevant experience is required. Alternatively, a bachelor's degree or equivalent with a minimum of 3 years of relevant experience is also acceptable.

Proficiency in English language for business purposes (both verbal and written) is essential.

Expert-level knowledge of MS Office is required.

Knowledge of corporate training delivery and experience in project management are highly desirable.

Experience in customer experience mapping is also an advantage.