Customer Care Support Manager

3 weeks ago

Doha, Qatar Qatar Airways Full time

About the role

As a Customer Care Support Manager, you will be responsible to manage the provision of a comprehensive support services to employees within QR Corporate Customer Care. Responsible for the development of strategies and concepts associated with support services activities and the systems (Microsoft Dynamics & Hayyakom) for the Support team in terms of improving service, support activities and systems to ensure efficiency of the team and alignment in achieving the target of the department. You will be in charge of optimizing manpower to ensure all cases are assigned in a timely manner for efficient handling. Assess complaints and problems faced by colleagues and take prompt and corrective action by ensuring the best and possible solution to issues.

Other key responsibilities are:

- Provide and ensure a reliable first level support of the Microsoft Dynamics system to QR Corporate Customer Care by being the first point of contact within QR Corporate Customer Care in terms of any system issue/concerns that could possibly affect the staff or team's handling of a case.
- Ensure day to day checks are done and ensure all back end and online systems are functioning as per business requirements to ensure consistency within the company.
- Ensure that all the necessary changes are analyzed relating to Microsoft Dynamics systems, Database, Interfaces and Integrations with other systems and website in order to provide better service and/ or resolve system issues if any.
- Liaise with internal QR departments and external IT providers in case of breakdown or solution to be provided within the timescale and discuss solution, resolve the problem, track effectiveness and set up preventive measures.
- Draw up a User Acceptance Testing (UAT) plan and coordinate with stakeholders to conduct the UAT, in order to collect all UAT feedback in an organized manner for review with IT for the necessary changes to the development.
- Facilitates/Participates in projects assigned to other teams regarding the system enhancement within Customer Care by implementing new features and share their feedback.
- Manage the day-to-day functions of the Microsoft Dynamics Systems, coordinate and ensure a high standard of database is maintained through coordinating all existing and new enhancement within the team members and departments.
- Manage QR Corporate Customer Care Rostering System to provide better results and optimize the manpower through proper forecasting, manpower /resources that will be improved using an efficient scheduling/rostering to provide better coverage, and ensure company policies and procedures are compiled with during planning and production of rosters.
- Ensure that all input data (Staff data — leaves, shift codes etc) are reliable and are correctly interpreted by the system (HRMS/ Time & Attendance system) to prevent reoccurrence or discrepancies.
- Capture all Operational and System issues noticed during roster production and take corrective actions to ensure it does not recur in future
- Lead, Plan, Organize, Direct and Control all aspects of Support services to ensure daily operations and outputs are provided to QR Corporate Customer Care team.
- Establish effective communication channels among the teams in Customer Care by releasing all communications to staffs' pertaining changes/new topics and updating the Customer Care Library on SharePoint.

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

We are looking for a passionate and experienced professional to join the QR Corporate Customer Care Team.
- Minimum qualification of bachelor’s degree or equivalent is essential.
- 6+ years of experience in a customer service industry.
- Knowledge and understanding of regulations and best practices
- An analytical mind-set with excellent organizational skills.
- Excellent knowledge of reporting procedures and record keeping.

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 th

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