Lead Operations Officer

4 days ago

Doha, Qatar Qatar Airways Full time

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

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.

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.

Application Guidelines (For Internals)

Employees must submit applications through internal vacancies portal (via GEMS) only.

Please see below for all eligibility and requirements for internal applications and please note that any applications not meeting the criteria will not be processed.

•              All internal candidates can only have three active applications at any point in time.

•              All internal candidates must have completed a minimum 10 months in their current role in order to apply for a new role

•              All internal candidates with an active final warning letter will be automatically disqualified from the recruitment process

•              If you are Cabin Crew or Deck Crew (Qatar Airways & Qatar Executive) candidate, you would require NOC to apply for this role.

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