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.