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Doha

    Customer Service Improvement Officer - Doha, دولة قطر - QATAR Airways

    QATAR Airways
    QATAR Airways Doha, دولة قطر

    تم العثور عليها في: DrJobEn QA A2 - منذ يوم

    Qatar Airways background
    وصف

    Key Accountabilities:

    • Responsible for managing service level of all customer service aspects of the HIA Customer Contact Centre (CC) and Lost Property (LP) Office.
    • Conduct complaint investigations followed by recommendations and/or implementation of improvement measures.
    • Responsible for achieving all KPIs as outlined in the CC/LP 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 tests and refresher trainings 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.
    • Perform other department duties related to his/her position as directed by the Head of the Department.
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