Customer Service Improvement Officer

Key Accountabilities:

• Responsible for managing service level of all customer service aspects of the HIA Customer Contact Centre (CC) and Lost Property (LP) Office.
• Conduct complaint investigations followed by recommendations and/or implementation of improvement measures.
• Responsible for achieving all KPIs as outlined in the CC/LP 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 tests and refresher trainings 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.
• Perform other department duties related to his/her position as directed by the Head of the Department.

Qualifications

High School qualification /vocational qualification /Diploma or equivalent with minimum 4 years of relevant experience

Bachelors Degree or equivalent with minimum 3 years relevant experience

Proficient in English Language for business purposes (both verbal and written)

Should possess knowledge in MS office in an expert level 

Knowledge on Corporate Training Delivery 

Experience in Project Management 

Should have Customer experience mapping