Job Description

About the role

We have vacancies for Customer Services Supervisor within Customer Contact Centre based in Ahmedabad, India,

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.

Your specific responsibilities 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 team's 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.

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:

• 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.

Skills Required

• KPI
• Reservations