Job Description

To manage the company’s airport related customer service, experience and journey and be accountable for the development and monitoring of SLAs with airport related customers and relevant stakeholders. To track, measure and maintain performance records against agreed KPIs and conduct satisfactions surveys of airlines, passengers and other airport service customers and consumers as to ensure the quality of airport customer interactions.

Main Duties

• Organize, plan and monitor company’s customer service on insure optimized interaction between the company and its clients
• Develop and implement strategies in improving customer relationship, dedication and satisfaction
• Develop and monitor SLAs with airport customers including airlines to ensure that services are consistently provided in a timely manner at the agreed level of service.
• Develop and monitor SLAs stipulated under the signed concession agreement with Bahrain Airport Company.
• Track, measure and maintain performance records against agreed service delivery standard related KPIs with Bahrain Airport Company covering passenger handling, baggage handling and other services.
• Proactively address, through liaising with the respective service delivery department, failure to meet defined levels of service and introduce measures to rectify any underperformance and return to agreed service standards within any defined monitoring periods.
• Manage the complaint management system for airport customers including passengers, airlines and other stakeholders receiving airport related services from the company.
• Support the participation of Airlines and External Relations staff members in AOC and other formal meetings with customers through the provision of KPI reports and SLA adherence reports.
• Monitor and report on the activities of customer experience representatives, customer service staff and front facing staff to ensure their interactions with clients reflects positively on the company and are done in compliance with set standards of courtesy and professionalism.
• Liaise with Bahrain Airport Company on aspects of customer satisfaction measurement system participation for services provided by the company as part of the customer journey.
• Collect, analyze and interpret customer interactions data to identify requirements and information in optimizing customer experience.
• Assisting company’s senior managers in overseeing the delivery of high-quality airport related customer service to clients.
• Organize projects and initiatives that enlighten company staff on the associated benefits/consequences of their decisions on customer experience and on company profits.
• Manage service satisfaction surveys with passengers, airlines and other airport service customers and set targets and report back on the achievement of the same.
• Conduct a minimum of 6 service satisfaction surveys and amend as per the signed concession agreement with Bahrain Airport Company.
• Work with airport customers and stakeholders on achieving international certifications and accreditation such as Skytrax.
• Research the market for the most effective, efficient and up-to-date technologies and solutions to enhance customer experience and add value.
• Identify customer personas, studying their journeys and deciding critical metrics for service delivery.
• Gap analysis, process data-analysis for deriving actionable insights and identifying areas of improvement for better process outcomes.
• Establish data gathering and dissemination mechanisms for better improved analytics and enhancement implementations.
• Carry out any other duties as they become required in relation to customer experience.

Minimum Requirements

Education:

• Bachelor’s degree in Business Administration.

Experience:

• A minimum of 10 years’ experience in Customer service Or a minimum of 10 years in any aviation related job experience preferably in ground handling services.
• Other Essential Requirements:
  • Comprehensive knowledge in Customer service.
  • Good Knowledge of written and spoken Arabic/ English.
  • Demonstrated experience in utilizing quality tools
  • Ability to operate computer terminal PC
  • Management and operations experience is an advantage
  • Excellent communication and problem-solving skills
• Job Types: Full-time, Permanent

Skills Required

• Customer Service