Customer Service Supervisor

About the Role:

At Hamad International Airport , we believe that success starts with exceptional people. We are on keen on finding the right personnel who will be responsible in ensuring that all the Quality Standards including the KPIs and SLAs are achieved or exceeded and also conducting regular inspections and supervisions of the Passenger flows , customer service needs and Terminal facility functionalities .

Key Responsibilities

• Provide superior service to all Hamad International Airport customers professionally and promptly in order to ensure that all Quality Standards including SLA’s and KPIs are achieved or exceeded. Conduct regular inspection and supervision of all passenger flows, customer service needs and terminal facility functionalities
• Manage a team of Senior Customer Service Agents with  the responsibility of enforcing company policies and procedures, including disciplinary action, and promotes  professional conducts, and diversity initiatives and investigates and responds to employee relations issues in a timely manner
• Coordinates daily activities of your team  to ensure safe and effective operations
• Supervise and assist customers through airport processes and ensures a proactive response of agents towards customer service needs.
• Monitor the flow through the Terminal in compliance with agreed standards and procedures in order to support the airlines within their business.
• Ensure smooth passenger flows throughout the passenger terminal complex, including sufficient queue management.
• Monitor the flow customers with special needs (PRM or Deportees, etc..) and  ensure that any help needed in terms of terminal facility guidance is given to ensure their journey safely
• Proactively seek out Terminal pressure points and assign staff to required pressure points in order to address the issues with efficiency. 
• Provide clear and constant feedback to the Duty Terminal Manager in the event of any disruption or facilities problem.
• Provide detailed on any defects that appear on a shift basis to ensure there are reported accurately to FRC
• Conduct  briefings and debriefings with  your team within your area of responsibility .
• Report any issue or event through the shift hierarchy in place for the daily shift
• Complete regular inspection of all passenger flows, customer service needs and terminal facility functionalities (i.e. seating areas, queueing, waiting areas, transfer l layouts, toilet, travellators, escalators and elevators) to ensure that the operations run efficiently. 
• Assist to provide content and contribute to all Customer Service training programs.
• Perform other department duties related to his/her position as directed by the Head of the Department

Qualifications

• High School/ Vocational Qualification / Diploma or equivalent with minimum 3 years of Job related experience.
• Bachelors degree or equivalent with minimum 2 years of Job related experience 
• Experience in dealing with customer service at supervisory level
• Supervisory Skills, ability to delegate work, set clear direction and manage workflow. 
• Strong mentoring and coaching skills.
• Ability to train and develop subordinates skills and knowledge
• Understanding of Key Performance Index and Standard Level Agreement 
• Computer literacy 
• Resilient and able to self-motivate as well others 
• Capacity to adapt to a fast pace and challenging environment