QATAR AIRWAYS
Total years of experience :17 years, 3 Months
Working in Qatar Airways as a Office Administration officer
•Planning and Monitoring 547 staffs Roster through RMS System (Revenue Management System).
•Schedule the meeting between the Staff/Supervisor and Line Manager.
• Live monitoring of staff working area through QS Care System.
•Follow up Passenger Complaint and Compliment.
•Doing Investigation and generate the PIR with Line manager and Shift Duty Manager.
•Schedule Staff operation Requirement Training.
Working in Qatar Airways as a Supervisor Customer Service &Customer Care Department.
CUSTOMER SERVICE RESPONSIBILITIES:
• Supervise and control flight handling such as Flight editing, check-in, Transfers and Boarding in accordance to the Company Policies & Procedures, and achieve optimum customer satisfaction and on-time departure of flights.
• Control and discipline the conduct of front-line staff, in order to ensure that the right image of the organization is projected to internal and external customers. Perform regular briefing / coaching sessions to ascertain that each staff member is updated on the application standard and procedures. Should have the ability to comprehensively plan and organize handling of critical flights and effectively deal with demanding situations.
• Expected to liaise between airline representatives and other departments within the organizations for handling exceptional situations (Flight Disruption & Miss-Connections) and take prompt decision with regards to re-routing of passengers, provision of accommodation and facilities, minimize loss and concurrently ensure that customers trust is retained. .
CUSTOMER CARE RESPONSIBILITIES:
•Supervise Special Handling Department.
•Take care and focus all the Arrival &Departure PSM.
•Making Daily Reports of all PRM Passengers.
•In SPHL Department monitoring the wheel chairs passengers/UM&YP passengers/VVIP passengers/Medicare passengers.
Call center supervisors are expected to be “renaissance people” who excel at a variety of roles and responsibilities. They must be excellent multi-taskers, combining the ability to manage and coach agents, handle challenging customers, readily shift priorities, prepare management reports, and lead call center initiatives while ensuring that service level and quality objectives are achieved. Supervisory job responsibilities change frequently, but generally include the following tasks:
•Meet monthly key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics.
• Monitor and evaluate agent monthly performance, including call/email and after- work monitoring (using call recording and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance.
• Conduct formal agent performance reviews, including annual goal- setting/performance development plan, mid-year performance review, and final year- end performance review. Assist agents with career development.
•Ensure that customers' questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department.
• Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience.
• Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, Engineering, Marketing, Manufacturing and other areas of the company to facilitate problem solving
Training and development of new and old staff and Monitoring of,
•Product Knowledge
•Live/Recorded/Test Calls
•Complaint Management System
•Day to day floor issues
•Team meetings/Individual counseling
•Grooming of agents
•Preparation of daily and monthly reports
•Monthly evaluations of Team
•Conducting Briefing/Presentation on Communications and Customer Services/new products/services/policies
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