Customer Service Lead

In a world of possibilities, pursue one with endless opportunities. Imagine Next!

When it comes to what you want in your career, if you can imagine it, you can do it at Parsons. Imagine a career working with intelligent, diverse people sharing a common quest. Imagine a workplace where you can be yourself. Where you can thrive. Where you can find your next, right now. We’ve got what you’re looking for.

Job Description:

Parsons is looking for an amazingly talented Customer Service Lead to join our team! The Customer Service Lead will be ensuring organization’s customers receives positive experience and feel valued. The position is responsible for conducting customer mapping, designing customer journeys and strategies to effectively manage queries, provide relevant resolutions and deliver high level of customer satisfaction. The person will also be responsible for training and supervising customer service representatives.

What You'll Be Doing:

• Deploy and manage a full time Customer Services (CS) Contract Performance Area support team comprising of managerial and administrative personnel to deliver the Scope of Services

• Support and participate in the development of Customer Services Plan (CSP) and identify areas for improvement and assist Management in implementing the changes.

• Support Management in the development of a Customer Charter which will define the relationship with its customers and stakeholders.

• Review the operations of the Customer Services Center (CSC) and support Management in the implementation of improvements.

• Review and implement the QPRO, RO and the related permitting requirement including manuals for the Business

• Review the current processes of Customer Engagement and consolidate, analyze and provide feedback and improvement recommendations.

• Support Management in developing institutional and operational responses to customer feedback and changes in customer sentiment needs and usage of the networks.

• Implement a comprehensive knowledge transfer process which will be in effect throughout the contract duration to guarantee the structured learning and development personnel.

• Assess the transfer of knowledge through appraisals and implement succession planning processes to ensure that staff retains core knowledge, skills and expertise.

• Review essential supply chains to ensure they are functioning optimally in support of assets and networks.

• Contribute to the development of strategies to support Qatarisation initiatives and Organisational development activities.

What Required Skills You'll Bring:

• BSc, BEng, BA is a minimum requirement (Educational qualifications should be obtained from creditable and certified University or equivalent Colleges)

• Required relevant Chartered status and Professional License(s)

• Qualified professional who has reached the Senior Management level; capable of providing planning, leadership, direction, and technical expertise to manage complex tasks and multi-discipline projects.

• Minimum 25 years of experience in a relevant area, with at least 12 years in a leading role.

• Both regional and international experience is required. Minimum of 8 years of experience shall be gained working in North America, W. Europe, Australia or equivalent

• Ability to exceptionally communicate verbally and in writing in English is required. Knowledge of Arabic is an asset.

What Desired Skills You'll Bring:

• Excellent knowledge of Microsoft Office Packages and other tools for daily business needs.

• Has worked in the development and implementation of QMS.

Parsons equally employs representation at all job levels no matter the race, color, religion, sex (including pregnancy), national origin, age, disability or genetic information.

We truly invest and care about our employee’s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest—APPLY TODAY!

Parsons is aware of fraudulent recruitment practices. To learn more about recruitment fraud and how to report it, please refer to https://www.parsons.com/fraudulent-recruitment/ .