Job title

Contact Centre Supervisor

Ref #

224524

Location

Qatar - Doha

Job family

Cargo & Airport Operations

• Closing date: 21-Aug-2025

Key Accountabilities

Handle calls and complaints professionally in a timely and effective manner.
Handle lost property claims until resolution.
Ensure lost property items are correctly logged and stored. Manage the lost property donation process with Qatar Charity.
Manage the disposal process of prohibited items with Customs Officials.
Monitor HIA social media pages to identify customers’ needs, clarify information, investigate issue/query and provide suitable solutions and/or alternatives.
Liaise with other departments and provide customers with the company’s service and facilities information.
Identify and escalate complex issues to HIA Contact Centre Officer to timely resolution.
De-escalate situations involving dissatisfied customers.
Review and investigate customer complaints to resolution.
Help to train new employees & inform them about the company’s customer service standards and policies.
Communicate and coordinate with internal and external stakeholders via emails & calls.
Complete Contact Centre/Lost Property logs & reports and make them available for Management’s review.
Handle personal and valuable items of customers with discretion and integrity.

Qualification

Bachelors degree or equivalent with minimum 2 years of job relevant experience

High school qualification / vocational qualification / diploma or equivalent with minimum 3 years of job related experience

Proficient in English Language for business purposes (both verbal and written)
MS Office: Advanced Level
Contact Centre functional experience

Arabic language proficiency is desirable

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&job=224524