Description
About the role
As a Customer Care Outstations Coordinator, you will be responsible in the management of customer feedback process with customers through the entire cycle from analyzing the feedback request, facilitating the investigation process through to finalizing the resolution and structuring the necessary response.
As part of your role, your additional responsibilities will include, but not limited to, the following:
- Investigate, analyze and independently respond to customer’s feedback received through various sources. Maintain discretion relating to customer cases is paramount for the image and welfare of both the company and the customer.
- Carefully study reports generated from concerned departments internally to establish reason of the complaint and to propose the appropriate compensation level to the team leader.
- Communicate to customer using simple technologies, verbal and written communication should involve a high level of empathy and positive vocabulary.
- Apply knowledge and understanding of mandated aviation industry regulations and legal requirements in the complaints management and resolution processes. Responsible for the customer satisfaction.
- Coordinate work environment within the department to ensure effective work flow.
- Work within Customer Care SLAs (Service Level Agreement) in order to meet the deadlines.
- Perform other department duties related to his/her position as directed by the Head of the Department.
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
A successful candidate should possess the following experience and qualifications:
- High School Diploma or Equivalent with Minimum 3 years of job-related experience OR Bachelors Degree or Equivalent with Minimum 2 years of job-related experience
- Customer-facing experience in an airline or hospitality company.
- Excellent command of English language - both verbal and written
- 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 volume of cases and ability to manage own and teams expectations with regards to workload and overtime requirements.
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’re ready to join a progressive team and have a challenging and rewarding career, then apply now by uploading your CV and completing our quick application form.
