Current Opportunities

QR17960 - Customer Care Manager | Qatar Aviation Services | Doha

Organisation: Qatar Aviation Services
Job Function: Ground Handling
Division: Customer Services - QAS (Division)
Employment Type: Full Time - Permanent
City: Middle East | Qatar | Doha
Last date of application: 10-Aug-2018

Qatar Aviation Services

Qatar Aviation Services (QAS) is an award winning, premier ground handling organisation whose global headquarter is at Hamad International Airport (HIA), the hub airport of Qatar Airways. Since its establishment in 2000, QAS has developed a reputation as a premium provider of world-class ground services to: international airlines; Heads of State and VVIPs; private fleets and customers; executive charter flights and cargo operators.

The QAS team comprising of over 8,000 strong multicultural employees, is dedicated to fulfilling the total passenger and cargo requirements of the airport, the airlines and customers it serves. This team of highly trained and diversely skilled staff is the reason for QAS outstanding success and their Customer’s satisfaction.

About Your Job::

Reporting to Manager Terminal Operations you will be responsible to manage Customer Care and Porterage section to deliver a consistently safe and customer oriented service for Passengers at Hamad International Airport (HIA), whilst capitalizing on opportunities for ensuring efficiency and effectiveness in deploying of QAS resources - manpower, equipment and facilities - to meet the requirement for handling all QAS customer airlines flights and coordinating with other QAS/QR departments, as well as airport agencies & authorities for ensuring safe on-time performance of all QAS customer airlines flights.

You will also be responsible for but not limited to:

  • Overall Department performance in operations, financial and administration aspects.
  • Manage the departments operations to meet, maintain and deliver the targets as per the Service Level Agreement between QAS and customer airlines.
  • In conjunction with Manager Terminal Operations, budget and procure QAS resources - manpower, equipment and facilities - for ensuring the department has the most appropriate capability to deliver the handling requirement of customer airlines.
  • Project business growth, monitor budgetary variances and initiate measures to ensure that the set of business targets are achieved within the Financial Year.
  • Review Standard Operating Procedures (SOPs) on a regular basis and adopt necessary changes for smooth operations in the passenger terminal.
  • Establish measurable Key Performance Indicators (KPIs) which match with company level of services, and always provide suggestion to improve the KPIs’ indications.
  • Perform safety and security spot check on QAS resources - manpower, equipment and facilities as well as passenger terminal facilities, which are utilized by QAS for daily operations to maintain safe and secure environment.
  • Maintain positive relation with customer airlines’ representatives, airport authorities and airport agencies through regular coordination and communication to ensure healthy and stable relations maintained.
About You::

To be eligible for this role you should be a Bachelor’s Degree or equivalent holder with minimum 7 years of experience in Airlines or Ground Handling Agency out of which 5 years as Officer or 3 years as Manager with direct involvement in passenger services and operations.

Also have advanced level courses from recognized establishments in Passenger services, Ground Operations, Cargo Handling and Management Skills, ability to communicate with all levels of staff and exercise good management skills. Must possess an impressive personality with strong interpersonal and customer orientation skills, high level of personal integrity; must have an adaptable attitude and approach within a high profile environment.

Note: you will be required to attach the following:
1. Resume / CV
2. Copy of Highest Educational Certificate
3. Copy of Passport

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