Customer Service Improvement Officer

General Information

Qatar-Doha

About The Role

• Deliver customer service and operational improvement campaigns, training, and workshops to the HIA Operations Team.
• Contribute towards the creation and design of training programs, workshops, and campaigns that support the awareness of operational and customer service improvement initiatives for HIA Terminal Operations Team, monitoring customer feedback portal and analyzing emerging trends for development.
• Maintain a training file of required training programmes for the HIA Terminal Operations Team.
• Compile reports on training and campaigns delivered and suggest areas for improvement.
• Conduct Customer Service delivery performance evaluations for HIA Terminal Operations Team with support of the Customer Service Specialist.
• Support the investigation of customer-related complaints and contribute towards recommending corrective actions.
• Reduce impact of emergency or major operational disruptions affecting Hamad International Airport by supporting and monitoring the delivery of HIA service recovery tools to safeguard overall customer experience.
• Perform any other duties related to his/her department as directed by the Head of the Department.

Qualification

Or

Qatari Nationals

• Not applicable

Essential

• Experience in classroom training delivery.

Job Specific Skills

• Command of English language
• Possesses excellent interpersonal skills with the ability to deal with a wide variety of stakeholders with tact and diplomacy.
• Strong mentoring and coaching skills

Application Guidelines

• Employees must submit applications through internal vacancies portal (via GEMS) only.
• Please see below for all eligibility and requirements for internal applications and please note that any applications not meeting the criteria will not be processed.
• All internal candidates can only have three active applications at any point in time.
• All internal candidates must have completed a minimum 10 months in their current role in order to apply for a new role
• All internal candidates with an active final warning letter will be automatically disqualified from the recruitment process.
• All internal candidates should have a PPM rating of 3 or above to be eligible for a new role.
• If you are Cabin Crew or Deck Crew (Qatar Airways & Qatar Executive) candidate, you would require NOC to apply for this role.
• https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang\=en&job\=26000096