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Contact Center Officer (Arabic Speaker )
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 (Arabic Speaker) 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
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careers.qatarairways.com/global/en/job/200582/Contact-Center-Officer-Arabic-Speaker?utm_source=Indeed&utm_medium=organic&utm_campaign=Indeed
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