About The Role:

Qatar Airways are pleased to announce an incredibly exciting opportunity to join our team as a Senior Customer Service Agent who will provides consistent Customer Experience and exceptional quality of service to all customers across every touchpoint both online and offline. This role will act as a senior point of contact by identifying issues that need to be appropriately escalated, providing tailored solutions, and supporting service improvements to ensure improved customer loyalty, increased sales, and the overall reputation of QDFC brand image.

Operation:

• Act as a role model in customer interactions in line with SLAs protocols by demonstrating effective communication through solution-focused service to maintain trust and a culture of reliability.
• Consistently meets and exceeds KPIs through monitoring of internal and external KPIs such as eNPS and NPS to uphold QDF’s 5-star reputation.
• Provide the highest level of Customer Service to all customers online and offline, through adherence to standards, empathy and problem-solving to create memorable customer experiences and brand loyalty and provide a critical impact on service delivery.
• Escalate cases to line manager after applying escalation techniques – manage and escalate cases appropriately using resolution techniques, sound judgement and teamwork to achieve swift and positive outcomes.
• Identify and escalate reoccurring customer concerns and complaints through accurate logging, analysis and feedback sharing to drive continuous improvement and stronger processes.

Qualifications About you:

• High School Qualification with Minimum 2 years of job-related experience OR Bachelor’s Degree or Equivalent with Minimum 1 years of job-related experience
• Relevant customer Service industry experience
• Operational expertise – Building understanding in improving processes, systems, and standards that directly impact on how customers interact with the business.
• Commercial & Financial acumens – Fundamental Awareness around customer service, experience design and operations on revenue, cost and profitability.
• Competent in working with various teams seamlessly to provide the highest possible service to guests.
• Building understanding in identifying, analyzing to find the best solutions by using critical thinking, logic, creativity and communication.
• Competent in every aspect of service delivery and deep understanding of the desires and needs of customers.
• Building understanding in adjusting behavior, attitude, and approach to suit different contexts, demands, and goals. Flexible, resilient, and open-minded, as well as being able to make changes quickly and effectively without disrupting the operations.
• Time management – Competent in organizing and controlling time to achieve set goals efficiently and productively.
• Communication: Expert in communicating effectively with customers and employees and building relationships with internal and external stakeholders. Able to provide clear instructions, provide updates and information and resolve any conflicts that may arise.