About the role:
Hamad International Airport is a dynamic and innovative aviation company dedicated to delivering exceptional customer experience. We are seeking a motivated Contact Centre Officer to join our team and play a pivotal role in providing outstanding service to our valued customers.
- Manage service level of all customer service aspect 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 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 test 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 team to ensure compliance at all times.
Qualifications
- High School/Diploma/Diploma Qualification with minimum 4 years of job-related experience
- Bachelor’s Degree or Equivalent with 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
Closing Date: 07-01-2024
