Customer Service Improvement Specialist – Hamad International Airport

Company: Full Time Qatar Airways
  • Location: Doha, Qatar View on Map
  • Date Posted: December 7, 2022
  • Salary: Negotiable
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About the job

About The Role

As a Customer Service Improvement Specialist, you will be responsible for helping us achieve this ambition:

  • Responsible to gather intelligence on customer behaviors and industry standards, with the aim of developing improvement programs that support the creation and maintenance of a customer-centric airport environment. Develops methods to measure performance standards within the Terminal operations department.
  • Lead the review of internal/external procedures and processes by recommending and implementing relevant changes through training programs and customer service awareness campaigns to achieve operational efficiency and improved customer service standards
  • Support the implementation of HIA Brand identity at the workplace through regular audits to ensure that the prescribed Hamad International Airport branding applied is in line with the Customer Service Manual
  • Updating periodically the customer services manual by analyzing customer service reports and trends, reviewing and making recommendations for major operational changes in order to improve associate processes.
  • Accountable to improve service delivery by collecting case studies, developing learning and training materials for frontline staff, introducing interactive tools and techniques as identified by market trends for successful interactions with customers and various stakeholders
  • Support the Customer Service Manager in making decisions for internal and external customer experience improvements by collecting and liaising with Customer Research Analysis to reviewing the survey outcomes and develop action plans to improve the customer experience.
  • Investigate customer-related complaints/compliments from internal communications processes and respond by compiling incident reports and recommending corrective actions.
  • Reduce impact of emergency or major operational disruption affecting Hamad International Airport by supporting and monitoring the delivery of HIA service recovery tools to safeguard overall customer experience, support operational demand increase during peaks, and disruptions by working along Terminal Operations team during these hours to cope with the increasing demand of passengers, and monitoring the quality of services.
  • Perform any other duties related to his/her department as directed by the Head of the Department.

About you:


  • Relevant College or University qualification to min Bachelor’s level
  • Min 4 years of relevant experience
  • Previous experience in Airport operations
  • Training qualification
  • Experience in classroom training


  • Experience in working in a multicultural environment
  • Experience in project management

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