Customer Experience – Process Officer (Contact Center DOH)

Company: Full Time Qatar Airways
  • Location: Doha, Qatar View on Map
  • Date Posted: January 23, 2023
  • Salary: Negotiable
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About the job

About The Role

We are currently recruiting for Process Officer for Customer Contact Centre based in Doha, Qatar.

As a process officer, you will be responsible for creating, developing and completing process mapping related to Contact Center. You will be responsible to generate the administrative framework that Contact Centre department needs to effectively handle large volume of valuable projects. You will closely work with external and internal stakeholders such as finance, contracts, procurement and revenue management as well as with respective departments in outstations to ensure identification and extraction of contract centre relevant processes and procedures for achievement of timelines and milestones.

Specific Responsibilities For The Role Include

  • Take-over ownership of the different workflows already in place
  • Analyze and make decisions on critical steps
  • Develop and maintain a complete process mapping by workflow
  • Create, develop and update processes documentation
  • Ensure the involvement of users throughout the processes
  • Help continuously improve process routines with new ideas and inputs
  • Contribute to the improvement of quality and efficiency of assigned tasks and
  • processes
  • Recognize and escalate problems in order to avoid recurrences in the future
  • Provide recommendations on workflow software’s for future implementation
  • Responsible for coordination of all process steps with other departments and agencies

About You

To be successful in the role, you must have the following qualification and skills:

  • Bachelor’s Degree or equivalent
  • Minimum 3 years of job-related experience required.
  • Experience in Project Management or Project Administration
  • Previous experience in Airlines
  • Involved in Processes, Procedures and Workflow
  • Excellent written and spoken English
  • Excellent interpersonal skills
  • Experience in Airline Ticketing and reservation process
  • Relationship building skills with an ability to prioritize, negotiate, and work with a variety of team members.
  • Proven experience in demonstrating flexibility to meet the changing demands of business
  • Must be able to work independently with minimal instructions
  • Must have excellent problem-solving and organizational skills
  • Ability to work within a multi-national and multi-cultural environment

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