Customer Service Supervisor

Role & responsibilities

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 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 agents 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.