Quality & Customer Experience Officer

Job SummaryThe Quality & Customer Experience Officer is responsible for monitoring customer satisfaction after delayed baggage delivery, gathering customer feedback, identifying service issues, and ensuring a high standard of customer experience. This role acts as the voice of the customer by providing valuable insights and reports that help improve operational performance and service quality.Success in this position means maintaining high customer satisfaction levels, accurately identifying recurring issues, producing actionable reports, and contributing to continuous service improvement. The role works closely with Operations, Customer Service, and Management teams to ensure customer expectations are consistently met.ResponsibilitiesContact customers after baggage delivery to confirm successful receipt of their luggage.Conduct customer satisfaction follow-up calls, surveys, or messages.Collect, document, and categorize customer feedback, concerns, and complaints.Maintain accurate records of all customer interactions and survey results.Monitor customer satisfaction trends and identify recurring service issues.Prepare daily, weekly, and monthly reports on customer satisfaction and complaint metrics.Analyze feedback data and provide recommendations for service improvements.Escalate urgent customer concerns to the appropriate department for resolution.Coordinate with Operations and Customer Service teams to address identified issues.Track complaint resolution progress and ensure follow-up is completed when required.Measure and report key customer experience performance indicators.Support quality assurance initiatives aimed at improving service delivery standards.Identify opportunities to enhance the overall customer journey and experience.Ensure all customer communications are professional, timely, and aligned with company standards.QualificationsEducationBachelor's degree in Business Administration, Tourism, Hospitality, Customer Service, Communications, or a related field is preferred.Experience1–3 years of experience in Customer Service, Customer Experience, Quality Assurance, Operations Support, or a related role.Experience in tourism, aviation, logistics, transportation, or hospitality is an advantage.SkillsExcellent verbal and written communication skills in English and Arabic.Strong customer service and problem-solving abilities.Ability to handle customer complaints professionally and empathetically.Strong analytical and reporting skills.Attention to detail and accuracy in documentation.Proficiency in Microsoft Excel, Google Sheets, and reporting tools.Ability to identify trends and provide actionable recommendations.Strong organizational and time management skills.Ability to work independently while collaborating effectively with cross-functional teams.Preferred QualificationsExperience using CRM or customer support systems.Experience preparing management reports and performance dashboards.Familiarity with customer satisfaction metrics such as CSAT, NPS, and complaint analysis.