Job Description

About the roleWe 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 storyYour skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. Youxe2x80x99ll 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 whatxe2x80x99s never been done before.Together, everything is possibleQualificationsAbout youThe successful candidate will have the following qualifications:

• Bachelor Degree or equivalent
• Overall experience of 8 years 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
• Previous experience of GDS, particularly Amadeus is preferred
• Able to manage performance and contact centre operations independently
• Flexible and adaptable to new process and working environment
• Excellent written and spoken English

About Qatar Airways GroupOur story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. Wexe2x80x99ve grown fast, broken records and set trends that others follow. We donxe2x80x99t slow down by the fear of failure. Instead, we dare to achieve whatxe2x80x99s never been done before.
So whether youxe2x80x99re 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 applyIf you have the right experience and qualification for this role, please submit your application online attaching your most updated CV.

Qatar Airways