About the role
We are currently recruiting for Customer Services Supervisor for Customer Contact Centre in Ahmedabad, India.
As Customer Services Supervisor, you will be responsible to supervise a team alongside you will also be responsible in providing service excellence to customers through telephone, e-mail, fax, web chat 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.
Your specific responsibilities will include:
- Trains the existing team members and train new members on QR product, policies, and procedures.
- Monitors daily workflow and ensures that correct procedures are followed.
- Identifies system and workflow improvements to enhance the teams efficiency.
- Coaches and guides less experienced team members.
- Evaluates calls and shares feedback with agents.
- Provides feedback to agents to support their performance improvement including preparing probation reports.
- Responsible for revenue generation through agent’s selling, cross-selling and upselling.
- Generates and maintains necessary reports as requested.
- Analyses team reports to assist in identifying areas training needs to improve team performance.
- Meets all team KPIs as outlined in CC KPI scorecard.
- Handles customer calls that have been escalated by customer service agents to solve the passenger issues.
- Provides floor presence to check and assist staff whenever required and guide the staff through complex situations.
- Assists passengers and travel agencies with complex queries regarding all QR products and services.
- Ensures fraud checks are completed as required. Supervises shift personnel in daily operations, upsell products & services.
- Handles complaints cases immediately as per company policies.
Upon joining, you will undergo 6 weeks of classroom training and 4 weeks of On-the-Job training specific and Qatar Airways products and policies. We have a team of experts and industry professionals who will support and work with you through-out your training journey.
If you are successful, you will receive a competitive salary package, travel benefits, health insurance, relocation support (for those residing outside Ahmedabad), annual leave, transportation support for night shift and other benefits applicable as per local labor law.
If you have what it takes to deliver the best, then this opportunity is for you.
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