Customer Service Improvement Officer
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Key skills for this role
About the Role
Qatar Airways seeks a Customer Service Improvement Officer to deliver training and improvement campaigns for HIA Terminal Operations. Requires experience in classroom training delivery and strong interpersonal skills.
Key Skills for This Role
Responsibilities
- 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
- Monitor customer feedback portal and analyze 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
Requirements
- High School Qualification / Vocational Qualification / Diploma or Equivalent with Minimum 4 years of job related experience OR Bachelor's Degree or Equivalent with Minimum 3 years of job related experience
- Experience in classroom training delivery
- Command of English language
- Excellent interpersonal skills with the ability to deal with a wide variety of stakeholders with tact and diplomacy
- Strong mentoring and coaching skills
Full Job Posting
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.
About You
- High School Qualification / Vocational Qualification / Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 4 years of job related experience OR Bachelor's Degree or Equivalent with Minimum 3 years of job related experience
- Experience in classroom training delivery.
- 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
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