Ahmedabad
Job Id: 132629
Closing Date: 21-04-2021
About the role
The Customer Services
Supervisor is responsible for providing service excellence to customers through
telephone, e-mail, fax, web chat, social media 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. This is a team leader role
and is responsible for overseeing and managing the performance of the team. In
addition, candidate will have the following operational and management
responsibilities.
Train the existing team members and train new members on QR product, policies, and procedures.
Monitor daily workflow and
ensures that correct procedures are followed.
Identify system and
workflow improvements to enhance the team's efficiency
Coach and guide less
experienced team members
Evaluate calls and shares
feedback with agents
Provide feedback to agents
to support their performance improvement including preparing probation reports.
Responsible for revenue
generation through agent’s selling, cross-selling and upselling.
Generate and maintain
necessary reports as requested.
Analyse team reports to
assist in identifying areas training needs to improve team performance.
Meet all team KPIs as
outlined in CC KPI scorecard.
Handle customer calls that
have been escalated by customer service agents to solve the passenger issues.
Provide floor presence to
check and assist staff whenever required and guide the staff through complex
situations.
Assist passengers and
travel agencies with complex queries regarding all QR products and services.
Ensure fraud checks are
completed as required.
Supervise shift personnel
in daily operations, upsell products & services.
Handle complaints cases
immediately as per company policies.
About you
The successful candidate
will have:
Trade, Tertiary, or
Vocational qualification or equivalent with a minimum of 4 years of job-related
experience.
Must have experience of
GDS, particularly Amadeus.
Relevant experience in
Contact Centre.
Excellent written and spoken
English.
Strong understanding of
Qatar Airways products.
Strong knowledge of
airline reservations processes.
Ability to take ownership
and see tasks through to completion.
Management and leadership
skills.
How to apply:
If you have what it takes to be part of our 5-star team, please take the first
step and apply now by uploading your CV and completing the online application.
Check advt at official site:
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