![Bahrain Airport Services](https://media.trabajo.org/img/noimg.jpg)
Senior Customer Experience Officer
1 week ago
**Main Objectives**
Create culture change internally, help leaders by guiding them through a systematic, step by step course of action, mapped to the needs of creating a vibrant and successful customer centric company culture. Create solutions and processes differentiating experiences that are customized, relevant, and profoundly impactful to the customer experience for which they are intended all while building employee engagement, learning agility, and capability.
**Main Duties**
- Works hand in hand with the Head of Customer Experience.
- Communicate Head of Customer Experience external findings internally and ensure procedures and processes take place.
- Interprets external CX policies and campaigns for internal communication and training.
- Internal relations role, representing CX Team on day-to-day issues within BAS.
- Develop communications and training campaigns alongside Information & Communications Officer.
- Facilitate the development of the electronic CX System.
- Oversee and ensure the beta testing and optimization phase, and maintain system level of performance once live.
- Support customer complaint dispatch line.
- Ensure and monitor data entry in the customer feedback and complain system.
- Monitor active cases to completion internally.
- Ensure compliance with SLAs.
- Strategy implementation support.
- Project implementation support.
- Manage members of CX Team “department champions” in BAS departments.
- Coordinates the activities of CX ‘Department Champions.’
- Organize a monthly meeting with our CX champions to discuss complaints received through the system and follow up methods and processes to ensure complain remedial actions time line.
- Project management experience.
- Monitor and report on quality of customer service, ensuring front-facing staff interactions with clients are completed in compliance with set standards of courtesy and professionalism.
- Implements CX processes and systems, e.g. onboarding and exit process.
Comply with the Company and Airport authorities’ health, safety, and security regulations.
**Minimum Requirements**
**Education**:
Bachelor’s degree in Business Management or equivalent.
**Experience**:
Minimum of 3 years experience in Operation with an airline, an airport opertion or customer relation experience.
**Other Essential Requirements**:
- Diplomatic and skilled in conflict resolution.
- Ability to interrogate and interpret relevant data on the network
- Report writing skills
- Fundamental knowledge of the Terminal & Airside Operations and all the rules and regulations covering Terminal Safety & Security including depth knowledge of relevant Airport, Airlines, IATA and ICAO annexes & recommendations.
- Strong interpersonal skills, ability to communicate and influence effectively across the organization**.**
- Highly confident in the use of data to support decision making.
- Result driven / forward thinking.
Seeking for business opportunities with maintaining good relationship with airlines.
**Job Types**: Full-time, Contract
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