Customer Services Supervisor - Contact Centre, Ahmedabad

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

Qualifications

About you

The ideal candidate for this role will have the following qualifications:

You must be willing to relocate or to be based in Ahmedabad

Education background and Experience

• Bachelor Degree or equivalent
• Overall experience of 5 years with at least 3 years as Team Leader
• Contact Centre background and experience managing Airline/ Travel industry operations
• Strong leadership quality having managed 10 to 12 or more team members
• Strong knowledge of reservation and ticketing
• Experience of GDS, particularly Amadeus
• Having completed IATA or airline Basic Tariff course is preferred.
• Must have supervisory or leadership experience and ability to take ownership and see tasks through to competition
• Customer focused and always drives customer satisfaction when responding to customer enquiries and calls.
• Flexible to work on shifts.
• Can work under pressure

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So whether you’re 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.