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System Support Officer

4 months ago

Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

About the role

As a system support officer, you will be responsible for assignments/re-assignments of cases that includes GCEO, Executive Management escalations, Social Media, Skytrax posts in a timely manner, also responsible for mediating between various claiming agencies, conducting MS Dynamics checks and procedural training for new joiners in Head Office and Outstation.

Responsibilities:

· Prioritizing of assignments and registration of Social Media posts including escalations for higher management. Ensuring the cases are actioned in a timely manner

· Mediating between claiming agencies for pending Customer Care claims, Evaluating and communicating with Customer Care Team and Claim Agency (eg. Aihelp, Yource B.V; Flightright) for pending claims / compensation details to avoid delays in case handling payment, create and share tailored information templates for system integration with the stakeholders

· Raising new and enhancement requests through User Story (Case Management Technical Fault reporting) to ensure smooth system performance.

· Conducting MS Dynamics and procedural training for new joiners in Head Office and Outstation, Updating the team on any changes/new procedures pertaining to case management and MS Dynamics

· Assist in data testing, monitor progress, report lapses for management review - identifying technical (Bugs) errors in MS Dynamics, and escalate to IT Department.

· Updating and maintaining a record for GCEO-Weekly and Case Brief Reports

· Perform other department duties related to Customer Care, which includes handling customer feedback. and provide necessary support in ensuring customer feedback is resolved in a timely manner.

· 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 with minimum 3 years of job-related experience

· Excellent English verbal and written communication skills

· Excellent computer skills

· Proven ability to work under pressure

· Ability to work with minimal instructions

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.