Qatar Airways is recruiting for the role of Customer Services officer within Customer Contact Centre based in Ahmedabad, India.

As Customer Services Supervisor, you will be responsible to supervise a team alongside you will also be responsible in providing service excellence to customers through telephone, e-mail, fax, web chat or in person in order to achieve customer satisfaction, sell Qatar Airways products and generate revenue and take all possible measures to avoid loss of revenue.

Responsibilities:

Responsible for managing Service level of all customer service aspects of the Contact Centre.

Responsible for achieving all KPIs as outline in the CC KPI Scorecard.

Implement new skills and new techniques geared towards operational and service excellence.

Ensuring quality and high level of customer services

Assisting the training team in developing recurrent training modules. Coordinating process tests and refresher trainings with Quality and Training team.

Act as single point of contact for the Customer Services Team with HQ Operation team regarding all operation matters.

Communicating existing and new policies.

Ensure first call resolution, zero error and operational excellence.

Provide CC with regular updates and reports on operational performance.

Make recommendations to CC manager on improving or safeguarding operations performance.

Responsible for managing Productivity and Efficiency of Agents occupancy and Schedule adherence.

Perform other department duties related to his/her position as directed by the Head of Department.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible

Bachelor Degree or equivalent with min. 8 years’ experience with at least 3 years in management role

Contact Centre background and experience managing Airline/ Travel industry operations

Strong leadership quality having managed 80 or more team members

Strong knowledge of reservation and ticketing

Experience of GDS, particularly Amadeus

Having completed IATA or airline Basic Tariff course is preferred.

Must have supervisory or leadership experience and ability to take ownership and see tasks through to competition

Customer focused and always drives customer satisfaction when responding to customer enquiries and calls.

Flexible to work on shifts.

Can work under pressure

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.

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/QAExternalCS/jobapply.ftl?langen&job223040