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.

About you:

• High School/Diploma/Diploma Qualification with minimum 4 years of job-related experience
• Bachelors 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