Senior Customer Care Briefing Officer

6 days ago

Doha, Qatar Qatar Airways Full time

As Senior Customer Care Briefing Officer, you will be responsible to maintain the standards of the Customer Care briefing / reporting unit of Customer Care. Ensure the processes and procedures are in line with the company’s guidelines through all communication channels. Responsible for assessing investigation reports for finalization of the reports to higher management. To optimize analysis of customer complaints and feedback that will assist on proper conclusion, resolution, and reporting. Ensures that team members use available resources efficiently and assist them in the optimization of reporting customer feedback and service delivery issues to higher management.

Key responsibilities include:

- Provide a specialized supervision to ascertain the standard and efficiency of the reports submitted to higher management.
- Responsible in interpreting the feedback and identify the necessary reports needed to finalize a report.
- Propose plans to the Line Manager that will boost the process and procedures towards business excellence in relation to briefing and reporting requirements.
- Contribute and share cross-functional activity within the unit for operational requirements and ensure they are appropriately attended to in accordance with the department’s set of objectives.
- Communicate externally and internally using simple terminologies, verbal and written communication should involve a high level of professionalism and positive vocabulary.
- Validate the reports and recommendations identified in relation to the resolution of a case in line with the policies and requirements of the department/company.
- Coordinate work environment within the department to ensure effective work flow.
- Work within Customer Care SLA and meet the deadlines.
- Perform other department duties related to his/her position as directed by the Head of the Department.

**Be a 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**:

- Bachelor’s Degree or equivalent with 05 years of minimum job-related experience
- Lean Six Sigma Yellow Belt Qualification (preferred)
- Travel Industry Experience
- Conversant in Airline Policies and procedures
- Have worked directly with customer
- Creativity and willingness to experiment
- Ability to deal with uncertainty
- Ability to contribute individually, and lead, manages or participates in cross functional teams
- Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members
- High levels of confidence and determination
- Persuasiveness and problem-solving techniques
- Ability to create great working relationship with all levels within the company and across multiple disciplines
- Outstanding attention to details
- Excellent written/spoken English
- Knowledge of Amadeus is preferred

**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

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