Current Opportunities

QR14266 - Senior Customer Services Officer - Customer Contact Centre | Qatar Airways | Doha

Organisation: Qatar Airways
Job Function: Customer Contact Centre
Division: Commercial (Division)
Employment Type: Full Time - Permanent
City: Middle East | Qatar | Doha
Last date of application: 04-May-2017

Qatar Airways

Welcome to a world where ambitions fly high

From experienced pilots to dynamic professionals embarking on new careers, Qatar Airways is searching for talented individuals to join our award-winning team.

We take pride in our people—a dynamic and culturally diverse workforce is essential to why we are one of the finest and fastest growing airlines in the world.

We offer competitive compensation and benefit packages.

About Your Job:

The Senior Customer Services Officer is a key member of the Contact Centre Team., responsible for all service delivery aspects of the Contact centre. In addition to managing service quality, service levels and revenue generation through teams by adhering to redefined set standards.

You will also develop, manage, coordinate and implement policies and procedures through close monitoring of operations and sales results in order to establish the unit as a quality service provider, to enhance services and to generate income.

Moreover; you will also be responsible for achieving KPIs as outlined in the Contact Centre KPI scorecard. Highlighting the performance strength / weakness to CC Manager by preparing and analyzing performance reports to derive corrective measures.

Accountabilities:

Operational:

  • Responsible for managing Service Levels of all customer service aspects of the Contact Centre; including Oneworld, Frequent Flyer Programme, E-Commerce, Reservations. and Ticketing.
  • Responsible for achieving all KPIs as outlined in the CC KPI Scorecard.
  • Implement new skills and new techniques geared towards operational and service excellence.
  • Planning & executing debriefing sessions for all agents before the shift commences.
  • Monitor adherence to all CC SOP to ensure compliance and productive operation.
  • Ensure girts call resolution, zero error and operational excellence.
About You:

You must hold a Bachelor’s degree or equivalent with a minimum of 5 years of job-related experience in Job related experience, preferably in the travel/airline or hospitality industry. It is essential to have English skills ( oral and written) on a native speaker lever, Arabic is a strong advantage.

We seek individuals who have a strong customer service ethic, empathy with a diverse and challenging set of customer requirements and a belief that service recovery and customer service are essential to the success of the business. Resilience and ability to work under pressure are essential attributes in this role.

 

Note: you will be required to attach the following:
1. Resume / CV
2. Copy of Passport
3. Copy of Highest Educational Certificate
4. NOC (Qatar Airways Group Employees Only)

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