About the role
We are recruiting for the role Customer Services Officer within Customer Contact Centre based in Ahmedabad, India.
The Customer Services Officer is responsible for all service delivery aspects of the Contact Centre. You will manage the service quality, service levels and revenue generation through teams in accordance with defined targets. You will implement policies and processes designed to continuously improve operational performance. You will ensure compliance with set standard and procedures.
Your specific responsibilities include:
- 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
About you
The successful candidate will have the following qualifications:
• Relevant Bachelor’s degree or equivalent
• Minimum of 3 years of work experience in Contact Centre environment with at least 1 year in a supervisory position or higher
• Experience of managing team in excess of 50 people.
• Strong knowledge of Contact Centre Operations and well-versed in all service delivery aspects of contact centre operations.
• Previous experience in managing team in Contact Centre environment
• Good working knowledge of Amadeus and understanding of airline process and procedure is a definite advantage.
• Excellent written and verbal communication skills.
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.
How to apply
If you have the right experience and qualification for this role, please submit your application online attaching your most updated CV.
