We are looking for a Customer Knowledge & Satisfaction Senior Officer to join the Airport International Group - Queen Alia International Airport (QAIA) team. Candidates must possess the following qualifications:
•Bachelor’s degree in Marketing Management or any other related field, Industrial Engineering is recommended
•A minimum of 3 years of experience in a related field
•Knowledge in ISO concept and standards
•Excellent written and oral communication skills
•Qualitative & Quantitative Research skill
•Statistical Data Analysis
•Excellent Computer Skills
•Excellent English and Arabic command
•Working under pressure
•Detail Orientation
•Multi-tasking
•Ability to prioritize
•Ability to work with minimum supervision
•Excellent reporting, presentation and analytical skills
•Ability to deliver on time
Job Purpose
conducting an in- depth quantitative and qualitative analysis to best identify Customers and Stakeholder needs, wants, experience, (dis)satisfaction, and feedback against all airport services and facilitations afforded at QAIA in compliance with all relevant standards and best practices such as (ISO 10002: Customer Satisfaction - Guidelines related to Complaints Handling in Organization, Airport Service Quality Survey (ASQ)),
Principal Accountabilities:
·Contribute to the development process of comprehensive customer knowledge to understand QAIA customers, their needs and viewpoints through customer surveys and focus meetings, site inspections… etc.
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·Analyze the surveying results and share the results with designated parties for corrective actions and follow-up on the progress of action taken within specific deliverables and timeframe.
·follow-up on all AIG customers surveys by coordinating with the service providers regarding issuing the needed permits, monitoring the field work, the deliverables, the analysis, reporting, and implementing the fieldwork for surveys, this requires attending at the work whether in the office or at the terminal during normal working hours or outside normal working hours (shifts), in addition to holidays, according to the work needs and management decision.
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·Receive complaints through all the channels and Respond to phone calls received by internal and external stakeholders.
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·Handle the Complaints Management and ensure the compliance with ISO 10002: Customer Satisfaction - Guidelines for complaints handling in organization
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Interested candidates to send their updated CV to [email protected] indicating the job vacancy in the subject