Customer Care Outstations Coordinator

5 months ago

Doha, Qatar Qatar Airways Full time

About the role

We are looking for a skilled Customer Care Outstation Coordinator to join our Customer Care department. You will be responsible for 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 also coordinate feedback and recommend solutions to underperformance of QR’s services.

As part of your daily responsibilities, you will also:

- 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 Department 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 the main Office in order to explain cases and seeks inputs on now 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
- Work with various internal departments and assist in the negotiation of case resolutions with customers and mediate where appropriate to ensure a mutually acceptable outcome, ensure retention of the customer.
- 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 with minimum 3 years of job-related experience
- Airline Experience (preferred)
- Customer Relations-related field experience
- Commercial acumen, able to spot and interpret market trends
- Excellent command of English language
- Advanced of native knowledge of Russian / Spanish / any of any of the Scandinavian languages (Norwegian, Swedish, Finnish, Danish)
- Ability to analyze complex cases as presented by a customer and to determine the actual customer request and intent
- Interpersonal skills
- Proven time management 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

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