Job title Customer Service Improvement Officer Ref \# 205635 Location Qatar \- Doha Job family Not Specified * Closing date: 08\-Oct\-2025 **About the role** * Deliver customer service and operational improvement campaigns, training, and workshops to the HIA Operations Team. * Contribute towards the creation and design of training programs, workshops, and campaigns that support the awareness of operational and customer service improvement initiatives for HIA Terminal Operations Team, monitoring customer feedback portal and analyzing emerging trends for development. * Maintain a training file of required training programmes for the HIA Terminal Operations Team. * Compile reports on training and campaigns delivered and suggest areas for improvement. * Conduct Customer Service delivery performance evaluations for HIA Terminal Operations Team with support of the Customer Service Specialist. * Support the investigation of customer\-related complaints and contribute towards recommending corrective actions. * Reduce impact of emergency or major operational disruptions affecting Hamad International Airport by supporting and monitoring the delivery of HIA service recovery tools to safeguard overall customer experience. * Perform any other duties related to his/her department as directed by the Head of the Department. ### **Qualifications** **About you** High School Qualification / Vocational Qualification / Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 4 years of job\-related experience OR Bachelor's Degree or Equivalent with Minimum 3 years of job\-related experience **Essential:** * Experience in classroom training delivery. **Job Specific Skills:** * Command of English language * Possesses excellent interpersonal skills with the ability to deal with a wide variety of stakeholders with tact and diplomacy. * Strong mentoring and coaching skills **About Qatar Airways Group** 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\=205635