AmbitionBox
Jobs
- Reviews
- Salaries
- Interview Questions
- About Company
- Benefits
- Jobs
- Office Photos
- Community
Add office photos
All Filters
15 Qatar Airways Jobs
Customer Services Manager Contact Centre
Qatar Airways
posted 2hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- We're currently looking to hire a Customer Services Manager for our new office in Ahmedabad to oversee the Qatar Airways Contact Centre..
- As Customer Services Manager you will be responsible to manage service quality, service levels and revenue generation through teams by adhering to redefined set standards.
- You will develop, manage, coordinate, and implement policies and procedures through close monitoring of operations and sales results in order to establish the unit as a quality service provider, to enhance services and to generate income..
- Specific responsibilities for the role include:.
- Managing Service Levels of all Customer Interactions within the Contact Centre..
- Implement new skills and new techniques geared towards operational and service excellence..
- Regularly interact with various stations to understand requirements and communicate feedback/solutions..
- Ensuring call quality and high level of customer service..
- Monitor adherence to all CC SOP to ensure compliance and productive operation..
- Assisting the training team in developing recurrent training modules..
- Act as focal point for Customer Care department to ensure through investigation of customer complaints..
- Highlight performance strength / weaknesses to CC Manager by preparing and analyzing performance reports to derive corrective measures..
- Communicating existing and new policies to all CC staff to avoid any misinformation and/or errors..
- Use the MIS reports to further analyse and improve on functioning..
- Ensure implementation of quality assurance system and maintain quality procedures in conjunction with Quality and Training Team..
- Ensure first call resolution, zero error and operational excellence..
- Establish the department or teams objectives and priorities to align with and support business objectives.
- Prepare and analyse Performance Scorecards of direct reports to provide them with feedback and guidance on their strength and weaknesses and to agree on actions to improve or maintain results.
- Provide Operations Team with input on leave planning and roster preferences to enable Operations team to prepare rosters that meet all operational requirements.
- Driving process excellence through continuous improvement.
- Contribute in developing and formulating the departmental strategy with Contact Centre Manager to drive business.
- Managing all digital requests, Refunds, Audit review and management.
- Managing Multimedia / back office Operations for all Contact Centres.
- Be part of an extraordinary story.
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Customer Service Manager roles with real interview advice
What people at Qatar Airways are saying
Rating based on 2 Customer Service Manager
reviews
Anonymous · Aviation & Aerospace
in Mumbai
An Excellent Career growth Journey of Ten years with efficient Teammates, Regular salary/appraisals, Travel benefits, Good working environment and exploring new challenges, Learning Skills through various talent development Training designed by Professionals.
- Salary - Good
Internal Politics and Long working Hours
Customer Service Manager salary at Qatar Airways
What Qatar Airways employees are saying about work life
Qatar Airways Benefits
Job Training 
Free Transport 
Health Insurance 
Soft Skill Training 
Cafeteria 
Compare Qatar Airways with
Emirates Airlines
Etihad Airways
Air India
InterGlobe Aviation
Spicejet
Vistara
Jet Airways
Go First
AirAsia
Air Arabia
Air India Sats Airport Services
Boeing
Airports Authority of India
GMR Hyderabad International Airport
Bird Worldwide Flight Services
GE Aviation
Dnata
AISATS
Celebi Delhi Cargo Terminal Management
Air India Express
