Full job description
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
This job has been sourced from an external job board
The duties of a customer service representative revolve around providing assistance and support to customers before, during, and after their interactions with a company or organization. Here are some of the primary duties of a customer service representative:
- Responding to Inquiries: Customer service representatives respond to inquiries from customers via phone, email, chat, or in-person interactions. They address questions about products, services, orders, account information, policies, and any other concerns customers may have.
- Providing Information and Assistance: They provide accurate and helpful information to customers, guiding them through processes, troubleshooting issues, and offering solutions to problems.
- Handling Complaints and Resolving Issues: Customer service representatives handle customer complaints and work to resolve issues to the customer’s satisfaction. They listen attentively, empathize with the customer’s concerns, investigate the problem, and take appropriate actions to resolve it.
- Processing Orders and Requests: They assist customers with placing orders, processing returns or exchanges, scheduling appointments, or any other requests related to the company’s products or services.
- Maintaining Customer Records: Customer service representatives maintain accurate records of customer interactions, including inquiries, complaints, and resolutions. They may use customer relationship management (CRM) software to track and manage customer information.
- Educating Customers: They educate customers about the company’s products, services, and policies, helping them make informed decisions and maximize the value of their purchases.
- Upselling and Cross-selling: In some cases, customer service representatives may have sales targets and be responsible for upselling or cross-selling additional products or services to customers.
- Providing Feedback to Management: Customer service representatives gather feedback from customers and communicate it to management to help improve products, services, and processes. They may also suggest improvements to customer service policies and procedures based on customer feedback.
- Maintaining Professionalism and Positive Image: They represent the company’s brand and values by maintaining professionalism, courtesy, and a positive attitude in all interactions with customers.
- Continuous Learning and Development: Customer service representatives stay updated on product knowledge, company policies, and customer service best practices through training programs, workshops, and self-directed learning to improve their skills and performance.
Overall, the primary goal of a customer service representative is to ensure customer satisfaction and maintain positive relationships between the customer and the company.
