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