Customer Service Supervisor

Join to apply for the Customer Service Supervisor role at Hamad International Airport.At Hamad International Airport, we believe that success starts with exceptional people. We are keen on finding the right personnel who will be responsible for ensuring that all the Quality Standards, including KPIs and SLAs, are achieved or exceeded. This includes conducting regular inspections and supervisions of passenger flows, customer service needs, and terminal facility functionalities.Key Responsibilities Provide superior service to all Hamad International Airport customers professionally and promptly to ensure that all Quality Standards, including SLA's and KPIs, are achieved or exceeded. Conduct regular inspections and supervision of all passenger flows, customer service needs, and terminal facility functionalities.Manage a team of Senior Customer Service Agents, enforcing company policies and procedures, including disciplinary actions, promoting professional conduct, diversity initiatives, and investigating employee relations issues in a timely manner.Coordinate daily activities of your team to ensure safe and effective operations.Supervise and assist customers through airport processes, ensuring a proactive response from agents towards customer service needs.Monitor the flow through the terminal in compliance with standards and procedures to support airlines within their operations.Ensure smooth passenger flows throughout the terminal, including queue management.Monitor customers with special needs (PRM or deportees) and ensure they receive necessary assistance for a safe journey.Identify terminal pressure points and assign staff accordingly to address issues efficiently.Provide feedback to the Duty Terminal Manager regarding disruptions or facility problems.Report defects and issues on a shift basis to ensure accurate reporting to FRC.Conduct briefings and debriefings with your team within your area of responsibility.Report issues or events through the shift hierarchy during daily operations.Perform regular inspections of passenger flows, customer service needs, and terminal functionalities to ensure operational efficiency.Assist in developing and contributing to customer service training programs.Perform other related duties as directed by the Head of Department.Qualifications High School/Vocational Qualification/Diploma or equivalent with minimum 3 years of relevant experience.Bachelor's degree or equivalent with minimum 2 years of relevant experience.Experience in customer service at a supervisory level.Supervisory skills, ability to delegate, set clear directions, and manage workflow.Strong mentoring and coaching skills.Ability to train and develop subordinates' skills and knowledge.Understanding of KPIs and SLAs.Resilient, self-motivated, and capable of motivating others.Ability to adapt to a fast-paced and challenging environment. Seniority level Mid-Senior level Employment type Full-time Job function Customer Service Industries Hospitality