Qatar Airways invites applications for Customer Services Officer - Ahmedabad

Customer Services Officer | Contact Centre | Ahmedabad

The Customer Services Officer is responsible for all service delivery aspects of the Contact Centre. Based in Qatar Airways Contact Centre in Ahmedabad, the role will manage the service quality, service levels and revenue generation of the Contact Centre. This is a managerial role responsible for performance management of Team Leaders, who in turn are responsible for 15-20 contact center agents. The role will ensure that policies and procedures are in place to improve operational performance as well as to set service and operational standards of the team. 

Key accountabilities:

• Performance Management of Contact Centre Team leaders and Agents.
• Managing service level agreements of all customer service aspects of the Contact Centre.
• Ensuring call quality and high-level delivery of customer services 
• Assisting the training team to develop recurrent training modules
• Ensuring first call resolution, zero error and operational excellence.
• Providing the Manager Contact Centre with regular updates and reports on operational performance.
• Managing productivity and efficiency of Agency occupancy & schedule adherence.
• Working closely with support teams to align operational objectives and goals.
• Motivating, guiding and monitoring the performance of each Team Leaders and implementing corrective actions as required.
• Driving process excellence through continuous improvement.

Qualifications:

The successful candidate will have the following qualifications:

• Relevant Bachelor’s degree or equivalent 
• Minimum of 4 years of work experience in Contact Centre environment
• 2 years of experience managing team leaders who in turn are handling a team of at least 15-20 members.
• 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.

Check advt at official site: https://careers.qatarairways.com/global/en/job/129903/Customer-Services-Officer-Contact-Centre-Ahmedabad