Senior Officer Service Recovery

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time
About the role


As a Senior team member, working and supporting the Service Recovery team and make sure that in the event of any service failure on the part of QR involving its customers, service recovery is completed promptly.

Oversee the investigation process through finalizing the conclusion, necessary responses, and compensation proposals in accordance with the department's established guidelines.

This position is in charge of managing all aspects of service recovery, including the timely reporting of all customer-related complaints.

The role is directly responsible for approving compensation proposals for his/ her team members.

Accountabilities:

  • Overseas the daytoday activities of the Service Recovery team by providing support to the team and being the point of escalation on all service recovery related matters.
  • Ensure all critical service failure cases are escalated to management to insure continuous improvement.
  • Oversee and ensure that the progress action of the customer related cases and service recovery reports are appropriate and meet Service Level Agreement (SLA) including department deadlines.
  • Coordinate work movement within the department's functional/geographic structure across QR network to ensure effective workflow identified and reported back as required.
  • Work closely with the Manager and develop strong relationship with the Senior Officers and build 'one team customer care' strategy.
  • Manage customers' compensation according to QR Compensation policy or according to internal guidelines decision made by the business.
  • Approve compensation for self and team within the limits prescribed in the Delegation of Authority.
  • Responsible for handling all reported service failures within QR and provide proper service recovery.
  • Liaise as required with the functional departments at Head Office and Outstations to gather information and carry out background investigations before reaching out to the customers.
  • This position requires a proactive daily approach and collaboration with other internal departments in order to receive the Service failure reports and initiate the Service Recovery reports for further handling.
  • Accountable for meeting regular reporting requirements and escalation processes as part of the Customer Care team.
  • Responsible for identifying and reporting to management any emerging trends.
  • Contribute and share crossfunctional activities within the department according to caseload volume demands.
  • Prepare and submit regular reports to management with regard to service recovery offered.
  • Ensure service recovery report is shared with service delivery units for feedback and followup process (quality and analysis).
  • Evaluate reports generated from other departments to contribute to root cause analysis and assist in formulating permanent resolution to those service shortfalls.
  • 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

  • Bachelor's Degree or Equivalent
  • Minimum 4 years relevant experience
  • Travel Industry Experience is preferred
  • Ability to contribute individually, and lead, manages or participates in crossfunctional teams.
  • Excellent writing and verbal communication skills.
  • Excellent written and spoken English.
  • Strong organizational and prioritization skills.
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

  • Accountant, Cost Recovery

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar قطر للطاقة Full time

    Primary purpose of jobthereof. Ensures all financial payments are regularly received and all revenues/recoveries are consistently accounted for.Experience & SkillsAt least 8-10 years of experience in medium to large organization with adequate exposure to accounting & financefunctions. Previous experience in similar capacity in an oil and gas industry would...

  • Crew Control Training and Recovery Officer

    1 month ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    We are pleased to announce an exciting opportunity to be part of our Crew Training Planning & Qualifications as Crew Control Training & Recovery Officer in Doha.About the Role In this role, you will be responsible to ensure training disruptions for Flight Deck and Cabin Crew are recovered in accordance with QCAA regulations and company requirements.Some of...

  • Crew Control Training and Recovery Officer

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    We are pleased to announce an exciting opportunity to be part of our Crew Training Planning & Qualifications as Crew Control Training & Recovery Officer in Doha.About the Role In this role, you will be responsible to ensure training disruptions for Flight Deck and Cabin Crew are recovered in accordance with QCAA regulations and company requirements.Some of...

  • Assistant Manager Recovery

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar HSBC Full time

    In this role, you will: Legal account management Handle the legal process. Prepare the required document for police case filing. Filling police cases through Hukoomi system and follow up after the filing. Followup for the payments through the Public Prosecution or court. Visit the court whenever is required. Visit Public Prosecution for any police case...

  • Assistant Manager Recovery

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar HSBC Full time

    In this role, you will: Legal accountmanagement Handle the legal process. Preparethe required document for police case filing. Fillingpolice cases through Hukoomi system and follow up after the filing. Followup for the payments through the Public Prosecutionor court. Visit the court whenever is required. Visit Public Prosecution for any police case...

  • Senior Coordinator- Service Delivery

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar BD SELECT Full time

    ResponsibilitiesCoordinate with Team, Customer Service Rep., and Dept. Manager to resolve invoice disputes with customers and internal clients quickly and maximize cash recovery.Own all invoice disputes and complex claims history, timeline, narrative of events, underlying cause, decision reasons, and file details. Provide management with a verbal report at...

  • Customer Service Improvement Officer

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    About the role:As Customer Service Improvement Officer, you will be responsible for helping us achieve this ambition:Deliver customer service and terminal operational training within the department, as well as conduct customer service and operational improvement campaigns on a regular basis with the aim of creating and maintaining a customer centric airport...

  • Senior Procurement Officer

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Gulf Energy Technology and Projects Full time

    Senior Procurement OfficerRequirements: Experience in trading of building materials & construction chemicals is must. Experience in purchasing chemical products from international countries. Maintain Supplier and Vendor Database for the quotations, goods, and services. Responsible in Vendor Creation and Product Creation in the ERP system for the trading...

  • Senior Analyst Fixed Security Architecture

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Ooredoo QSC Full time

    VAC9296 - Senior Analyst Fixed Security Architecture Field: CEO Office Contract Type: Full Time - Permanent Location: Qatar - Doha Closing date: 29-Feb-2024 About Us:: Ooredoo is a dynamic global Telecommunications player operating in 10 countries serving more than 138 million customers. Ooredoo Qatar employs approximately 1,600 people driving Ooredoo to...

  • Senior Government Services Officer

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    Qualifications:Qualification Bachelor's Degree or Equivalent. Minimum three (3) years experience as Immigration or Government relations Officer or similar jobrelated experience.Skills: Proficient in English and Arabic language. Team and Service Oriented. Excellent customer service. Good interpersonal skills. Ability to work under pressure.

  • Senior Officer Business Development

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar AMLAK Full time

    Arabic Speaker OnlySenior officer Business Development Officer with real estate background.responsible for identifying new business opportunities and developing strategies to increase revenue and profitability. responsible for building and maintaining relationships with key clients, identifying potential customers, and developing business proposals....

  • Senior Operator

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Roots Recruitment Service Full time

    Senior Operators are responsible for managing the operations and maintenance of all plants and facilities. Their duties include troubleshooting issues using root-cause analysis, carrying out testing and quality checks, assisting the lead operator in coordinating maintenance activities as well as ensuring plant and facilities condition and performance adhere...

  • Medical Records Officer

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar MSI Digital Full time

    JOB PURPOSE:Reporting to the Sales and Operations Manager, The Head of Recovery and Collections will oversee the collections operations process from intake until recovery as per the collections strategy.You will be responsible for providing strategic direction and guidance on a broad range of operational activities, leading the development of the overall...

  • Senior Software Engineer

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar EPAM Systems Full time

    As a Senior Software Engineer with expertise in SQL and Oracle Database Administration (DBA) at EPAM, you will be responsible for managing and maintaining Oracle databases, ensuring their optimal performance and reliability. You will collaborate with cross-functional teams to deliver high-quality solutions and work closely with our client, a prestigious...

  • Vip Concierge Services Officer

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Elegancia Healthcare Full time

    To administer and support the patient life cycle to meet company's objectives of profitability, patient satisfaction and stakeholder experience. To combine leadership skills with a desire to provide a positive customer experience to lead the customer success team. To organize and develop a way to measure how customers perceive the product and/or service the...

  • Office Services Supervisor

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Brunel Qatar Full time

    Administer and ensure all office facilities across all locations are utilized as per the regular business needs considering approved headcount. Ensure all office furnishing and facility fit out works are executed efficiently and administer the lease and subleasing process of surplus office space/facilities.Coordinate complete office waste disposal and...

  • senior hse officer

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar ( Outsourcing & Recruiter ) Full time

    We are looking for:SENIOR HSE OFFICERQUALIFICATIONS:BSC DEGREE15+ YEARS EXPERIENCESAFETY OFFICER EXPERIENCECONSULTANCY EXPERIENCEWITH NEBOSH AND IOSH CERTIFICATEJob Types: Full-time, PermanentExperience:SAFETY OFFICER/HSE: 10 years (Preferred)CONSULTANCY: 10 years (Preferred)QATAR: 10 years (Preferred)License/Certification:IOSH AND NEBOSH...

  • Cabin Services

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    About the roleYou will have to oversee a variety of Cabin Services related processes specific to Cabin Crew Operations and act as the focal point for customer service recovery.Operational role includes:Provide necessary support services to aid Crew Operations during pre-departure and post- arrival sessions by providing necessary information and related...

  • Corporate - Customer Service Officer

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar National Bank (QNB) Full time

    Qatar National Bank (QNB) Doha, QatarPosted 1 day ago In-Office Permanent Competitive Corporate Customer Service OfficerAbout QNBEstablished in 1964 as the country's first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region. QNB Group's presence through its subsidiaries and...

  • Corporate - Customer Service Officer

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Qatar National Bank (QNB) Full time

    Qatar National Bank (QNB) Doha, QatarPosted 1 hour ago In-Office Permanent Competitive Corporate Customer Service OfficerAbout QNBEstablished in 1964 as the country's first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region. QNB Group's presence through its subsidiaries and...