Customer Experience Manager

4 days ago


Doha, Baladīyat ad Dawḩah, Qatar PrecisionHire Solutions Full time
Job Description:
As a key member of the team, you will be responsible for managing the service level of all customer service aspects of the HIA Customer Contact Centre (CC) and Lost Property (LP) Office. Your primary focus will be on conducting complaint investigations, followed by recommendations and/or implementation of improvement measures.

The ideal candidate should possess excellent communication skills, both written and verbal, with the ability to work in a fast-paced environment. You will also be responsible for achieving all KPIs as outlined in the CC/LP KPI scorecard, providing line manager with regular updates and reports on operational performance.

Your role will involve assisting the Customer Service Improvement team in developing recurrent training modules based on feedback, coordinating process tests and refresher training with the Customer Service Improvement team, and acting as an escalation point of contact with the Terminal Operations team regarding all operational matters.

You will be responsible for implementing, monitoring, and efficiently communicating existing and new policies within the team to ensure compliance at all times.

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