Contact Centre Officer

Company: Full Time Hamad International Airport
  • Location: Doha, Qatar View on Map
  • Date Posted: September 7, 2023
  • Salary: Negotiable

About the job

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 aspects 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 the 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.

About You:

  • High School/Diploma/Diploma Qualification with a minimum 4 years of job-related experience
  • Bachelor’s Degree or Equivalent with a minimum of 3 years of 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

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