Customer Care Outstations Officer

Job Description

To be successful in this role you will be responsible for the management of Customer Care in the assigned region/country, delivering the highest level of customer service to customers who have experienced a service failure. You will coordinate feedback and recommend solutions to underperformance of QR’s services.

Accountabilities:

• Respond to customers in a timely manner according to local Legislation. Respond to complaints and request for information and assistance, interpret, and explain procedures and policies. Investigate and analyze all customers’ complaints from all communication channels available and independently respond to customer feedback in a timely manner in line with the Departments SLAs.
• Recommend level of compensation (monetary, vouchers, Avios) for service recovery and settlement of complaints according to QR’s internal policies and procedures.
• Utilize and communicate management information and performance data, to ensure delivery of an effective operation and maximize customer retention.
• Manage a comprehensive database of customer feedback and generate reports.
• Regularly interact with Airport Stations in all QR network, Legal Department and Customer Care Team at Head Office in order to explain cases and seeks inputs on how to solve issues.
• Lead the discussion with local attorneys to handle customer related legal cases in order to address and resolve corporate cases. Represent QR when required on hearings at Court and ensure all responses and resolutions are based on fact, well-reasoned and legally sound to ensure that there are no risk implications which may result in legal actions against the Company.
• Liaise with functional departments at Head Office to gather information and carry out background investigations with regards to customer feedback and complaints.

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

We are looking for a passionate and experienced professional to join the Customer Engagement & Loyalty – Customer Care Team         

• Bachelor’s Degree or equivalent with minimum 3 years of experience
• Preferably frontline customer service experience in an airline or hospitality industry
• Airline reservation and ticketing qualification
• Fluent in English (oral and written) on a native speaker level
• Familiar with Consumer Legislation of the assigned country/region
• Commercial acumen; able to spot and interpret market trends
• Ability to analyze complex cases as presented by a customer and to determine the actual customer request and intent
• Ability to apply company policy as well as own judgement for case resolutions
• Comfortable working with a large case volume and to manage self and team’s expectations with regards to workload and overtime requirements
• Proven time management skills
• Detail oriented
• Able to work under minimum supervision
• Knowledge of either Spanish/German/French/Italian/Russian/Turkish/Scandinavian/Brazilian Portuguese is a must

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.