Lead Operations Officer
Qatar Airways Location Doha, Qatar Category Corporate & Commercial Job Id 207298
Closing Date: 08-07-2024 JOB DESCRIPTION
About the role As a Lead Operations Officer you will have end-to-end responsibility for the operations management (Sales, Revenue and Customer Services) of QRH Doha shop, providing 5 star standards in customer service and achieving the sales and revenue targets. Trains and mentors the selling staff, ensures that operations are run to the highest standard and supports the achievement of sales targets.
Other key responsibilities are:
Operational - Drive the team to achieve the Sales target set by the management. Oversee the operations at QRH Doha shop to meet target by monitoring each shift performance and performing ad-hoc quality checks on customer calls.
- Increasing conversion rate of sales through first tracking customer requests then redirecting those customers to make a purchase, therefore, increasing sales.
- Assist Operations Manager in handling customer relations matters ensuring that customer complaints are adequately investigated and professionally responded to within policy and agreed timelines. Liaise with operators and hoteliers in case of issues / customer complaints
- Ensure all bookings requests - walk-ins, telephone and e-mails are handled within the agreed time frame as per QR Holidays Service Level Agreement.
- Oversees the implementation new policies, developing and updating relevant SOPs.
- Lead the customer service improvement projects, conduct provide product knowledge sessions for the staff within the department as assigned, make sure the staff understand products functions and able answer any incoming questions from costumers to enhance customer service and improve department performance.
- Provide reports and analysis for the Management (ex: sales, conversion rates, complaint handling statistics, phone statistics).
- Perform other department duties related to his/her position as directed by the Head of the Department
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.
Together, everything is possible.
Qualifications
About You
- Bachelor’s degree or Equivalent with Minimum 4 years of job-related experience
- Knowledge of Customer Service, Amadeus system, EMD, supplier systems
- PC skills – Microsoft Office, Email and phone handling
- Good English Communication skills
- Managerial skills – Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate’s skills.
- Ability to foster teamwork among team members.
About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.
So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community
How to Apply
If you are interested to submit your application and feel you are a good fit for this role, please complete our application form and upload your CV for our review and consideration.
