Job Description

We are currently recruiting for Customer Services Duty Supervisor role to be part of our 5-star team in Ground Services. The role is based in Hamad International Airport.

In this role, you will supervise the agents at check-in, transfer, boarding gates or Hub Control centre, to ensure all procedures are being followed, and front-line staff are delivering consistent customer service. Ensures availability to support agents with customer resolution, when required. Deputize for Duty Officers as required.

Role Accountabilities

• Ensures that flights depart on time, safely and securely, with no customer services issues on the spot. Ensures all pre and post flight checks are complete in line with the SOP.
• Ensure service Quality Standards are maintained consistently.
• Handling adverse situations and off-schedule operations during disruptions, denied boarding situations and misconnections.
• Ensure that the handover process between shifts is smooth and does not impact the operations in anyway.
• Contributes to the planning and improvement of the airport operations by suggesting alternative plans to in handling customers situations like denied boarding, misconnections. 
• Ensures efficient edit; controlling and monitoring functions are completed within ALTEA for all flights. Acts on changes in the ALTEA system for any given flight, communicating these to the operational team. Making sure that customers with special needs are accorded the correct seat e.g. UM/YP’s, PRM’s, customers with family and infants.
• Monitors the flight activities actively, ensuring that gate teams are opening and closing gates on time ensuring OTP and thereby managing the resources to be allocated for other flights/gate activity.
• Supports the operational teams by escalating information and monitoring of all flights Departure and Arrival so that it contributes to effective planning of resources. Provides support to Airport Services team in case of Flight Disruptions, Misconnections and IROP.
• Perform other department duties related to his/her position as directed by the Head of the Department.
• Ensure that exceptional customer services are provided to passengers at assigned locations within Hamad International Airport at Premium Check in, VIP Operations and Ministry Operations.
• Assist the Duty Officers with daily time and attendance, and preparation of rosters to ensure operational reliability and appropriate coverage of staff during peak hours in order to avoid any delays to services provided to all Qatar Airways customers.
• Assists in resolving customer issues with minimum disruptions, actively participate in service recovery to avoid unsatisfied customers and ensure all options are provided to the customer to enable customer satisfaction.
• Hand over operational responsibilities to the next shift as per company standards ensure all information provided is accurate and authentic. Ensure that daily reports are clear, brief and all follow-ups are complete prior to ending shifts.
• Ensures visual appearance of the operation is of the highest standard by regular monitoring.
• Liaises and builds positive working relationships with other internal departments and external agencies where applicable. Maintains effective and continual communication with the respective departments to ensure all relevant stakeholder departments are provided with accurate information on customer requests, special assistance required in order to provide timely and exemplary services to Qatar Airways VIP and Premium customers.

Be part of an extraordinary story 

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible

Qualifications

About you

The successful candidate will have the following skills and qualifications:

• Relevant Vocational, Tertiary or Trade qualification 
• Minimum 4 years relevant experience 
• Similar experience in an airline industry/role
• Leading a small team of people from multicultural background.
• Knowledge if QR Group Handling Manual, relevant SOPs and Doha Hub LOPs.
• Ability to work under pressure in a dynamic and fast pace environment.
• Ability to delegate work, set clear direction and manage workflow. Ability to foster teamwork among team members
• Good communication skills in Arabic & English
• Attention to detail and quality
• Good analytical and decision making skills

Skills Required

• Communication
• Customer Service
• Airlines