Contact Center Officer

Full time na Qatar Airways Group no Qatar

Publicado em May 8, 2024

Detalhes do emprego

About the role: 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 aspect 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 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.

Qualifications

About you:

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

How to apply Please see below for all eligibility and requirements for internal applications. Please note that any applications not meeting criteria will not be processed.

Employees must have completed a minimum 10 months in their current role to be eligible to apply for an internal move.
Employees can only have three active applications at any time.
All internal candidates can only have threeactive applications at any point intime.
All internal candidateswith an active final warning letter will be automatically disqualified from the recruitment process
If you are Cabin Crew or Deck Crew(Qatar Airways & Qatar Executive) candidate, you would require NOC to apply for this role.

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Hiring company

Qatar Airways Group

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Contact Center Officer

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Hiring company

Qatar Airways Group

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