Customer Care Officer (In-flight)

Job Description

To be successful in this role, you will be responsible for processing feedback received through the applicable sources which include electronic voyage reports, Customer Care reports, advise and suggestions received through official channels. You will lead the investigation process involving ground or in-flight based customer service aspects by coordinating with the relevant stakeholder departments to resolve or follow up on further enhancements of products.

This role is focused on assessing and evaluating service aspects including cabin crew performance, ground/in-flight, amenities/catering, in-flight entertainment, lounge / ground service processes that may impact overall customer service levels.

Accountabilities:

• Responsible for processing all customer feedback received through respective channels and evaluate the same based on relevant SOPs.
• Ensure closure of all complaints received within stipulated periods as per company SOPSs.
• Liaises directly with relevant customer services teams to highlight employee performance issues that may impact Ground or inflight based customer service delivery.
• Liaise with Customer Care to ensure any major in-flight service incident is communicated promptly and the subsequent required action is taken.
• Review and appraise customer complaints and transfer to relevant departments to seek clarification thereby resolving issues successfully.
• Apply knowledge and understanding of in-flight service standards and procedures when reviewing and investigating customer feedback.
• Complete regular reporting requirements as instructed and seated in the internal guidelines and escalate as and when required to Cabin Services management.
• Identify trends and escalate to key stakeholders and other partner service delivery requirements.
• Contribute and share cross-functional activity within the department for operational requirements including monitor and action electronic voyage reports (eVRs) – evaluate reports submitted via electronic voyage reports (eVRs) or other means and ensure they are appropriately attended to in accordance with departments set objectives.

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

• College or University qualification to min bachelor’s level or equivalent
• Minimum 4 years of relevant experience with at least 1 year of experience as Cabin Senior/ Cabin Services Director/ Instructor/ Performance Officer
• Computer literate
• Command of English language

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.