Qatar Airways
Welcome to a world where
ambitions fly high.
From experienced pilots to
dynamic professionals embarking on new careers, Qatar Airways is searching for
talented individuals to join our award-winning team.
We take pride in our
people—a dynamic and culturally diverse workforce is essential to why we are
one of the finest and fastest growing airlines in the world.
We offer competitive
compensation and benefit packages.
About Your Job:
As a Global Cargo Customer
Service Manager, you will drive consistent best practices across the cargo
customer service team with a focus on standardization and experience
enhancement. You will be responsible for handling internal service issues and
leading the team in communicating that to our external customers. You will play
an important role in assessing current gaps in Customer Service and help
develop and implement new processes.
Key Responsibility:
· Assist in the definition of
service principles by having a robust team structure, developing and
implementing customer service policies that span the Cargo organization such as
how to deal with misrouted shipments.
·
Design and implement a
comprehensive suite of processes and work routines supported by tangible
performance metrics and training packages.
·
Ensure personal availability
and act as a point of contact and escalation for all direct reports, making
decisions and facilitating operational problem solving, providing guidance and
supporting the Service Recovery (SR) team with the provision of the right tools
in order to protect the customer experience and maximize Net Promoter Score
(NPS).
·
Establish SRF processes
ensuring currency and relevance in all markets, taking responsibility for
processes failures, ensuring lessons learned and a continuous improvement
approach is adopted.
·
Responsible for communicating
achieved SLA and quality scores that are shared with internal and external
stakeholders for measuring overall performance.
·
Manage and maintain the
required quality metric of 95% of calls and emails so as to keep a consistent
customer experience.
About You:
We are looking for candidates
with at least 7 years of relevant experience in a Managerial role of a Cargo
Airline/Freight Forwarder industry. A relevant Bachelor’s degree is essential
for this position. You should have experience managing a large and diverse work
groups preferably in a customer service environment.
The following job specific
skills are also important to us:
·
Proven senior influencing and
relationship management skills that demonstrates ability to balance and manage
diverse stakeholder interest.
·
Strategic Thinker and change
agent.
·
Strong people management
skills.
·
Excellent grounding in modern
contact cen
ter practices preferably in a multi territory environment.
·
Detailed understanding of the
airline cargo value chain.
·
Existing relationships at
senior level within the freight forwarder segment of the air cargo industry.
·
Strong understanding of NPS and
CSAT.
·
Ability to write reports,
business correspondence and procedure manuals and effectively present
information.
·
Proven to be solution-oriented with
effective communication skills
Note: you will be required to
attach the following:
1. Resume / CV
2. Copy of Passport
3. Copy of Highest Educational Certificate
1. Resume / CV
2. Copy of Passport
3. Copy of Highest Educational Certificate
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Airlines