Parsons is looking for an amazingly talented  Customer Service Lead to join our team!  The Customer Service Lead will ensure the organization’s customers receive a positive experience and feel valued. The position is responsible for conducting customer mapping, designing customer journeys and strategies to effectively manage queries, provide relevant resolutions and deliver a high level of customer satisfaction. The person will also be responsible for training and supervising customer service representatives.

What You’ll Be Doing:

• Deploy and manage a full time Customer Services (CS) Contract Performance Area support team comprising of managerial and administrative personnel to deliver the Scope of Services
• Support and participate in the development of Customer Services Plan (CSP) and identify areas for improvement and assist Management in implementing the changes.
• Support Management in the development of a Customer Charter which will define the relationship with its customers and stakeholders.
• Review the operations of the Customer Services Center (CSC) and support Management in the implementation of improvements.
• Review and implement the QPRO, RO and the related permitting requirement including manuals for the Business
• Review the current processes of Customer Engagement and consolidate, analyze and provide feedback and improvement recommendations.
• Support Management in developing institutional and operational responses to customer feedback and changes in customer sentiment needs and usage of the networks.
• Implement a comprehensive knowledge transfer process which will be in effect throughout the contract duration to guarantee the structured learning and development personnel.
• Assess the transfer of knowledge through appraisals and implement succession planning processes to ensure that staff retains core knowledge, skills and expertise.
• Review essential supply chains to ensure they are functioning optimally in support of assets and networks.
• Contribute to the development of strategies to support Qatarisation initiatives and Organisational development activities.

What Required Skills You’ll Bring:

• BSc, BEng, BA is a minimum requirement (Educational qualifications should be obtained from creditable and certified University or equivalent Colleges)
• Required relevant Chartered status and Professional License(s)
• Qualified professional who has reached the Senior Management level; capable of providing planning, leadership, direction, and technical expertise to manage complex tasks and multi-discipline projects.
• Minimum 25 years of experience in a relevant area, with at least 12 years in a leading role.
• Both regional and international experience is required. Minimum of 8 years of experience shall be gained working in North America, W. Europe, Australia or equivalent
• Ability to exceptionally communicate verbally and in writing in English is required. Knowledge of Arabic is an asset.

​What Desired Skills You’ll Bring:

• Excellent knowledge of Microsoft Office Packages and other tools for daily business needs.
• Has worked in the development and implementation of QMS.