Customer Care Outstations Coordinator

2 weeks 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

Application Guidelines



  • Doha, Qatar Qatar Airways Full time

    To be successful in this role you will be responsible for 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. Accountabilities: - Responsible for processing and responding...


  • Doha, Qatar Qatar Airways Full time

    **About the role** As a Customer Care Coordinator - Outstation, 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...


  • Doha, Qatar Qatar Airways Full time

    To be successful in this role you will be responsible for the 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 coordinate feedback and recommend solutions to underperformance of QR’s services. Accountabilities: - Respond to customers...


  • Doha, Qatar Qatar Airways Full time

    To be successful in this role you will be responsible for leading a team of Customer Care staff based in Doha and outstations that are either directly or indirectly reporting to Customer Care organisation, ensuring customer feedback is managed to the highest standards. You will be managing the investigation process through to finalizing the resolution and...

  • Care Coordinator

    15 hours ago


    Doha, Qatar People First Care Centre Full time

    **About Us**: People First Care Centre, based in Doha, is a healthcare service call centre provides care management services to aged care and disability clients in Australia. We are seeking a passionate Care Coordinator to join our team. **Your Role**: As a Care Coordinator, you will: - Assess clients' needs and develop personalized care plans. -...

  • Care Coordinator

    15 hours ago


    Doha, Qatar People First Care Centre Full time

    **About Us**: People First Care Centre, based in Doha, is a healthcare service call centre provides care management services to aged care and disability clients in Australia. We are seeking a passionate Care Coordinator to join our team. **Your Role**: As a Care Coordinator, you will: - Assess clients' needs and develop personalized care plans. -...

  • HR Coordinator

    2 weeks ago


    Doha, Qatar Qatar Airways Full time

    **About the role** An exciting opportunity now exists as HR Coordinator - Commercial & Outstations, to join the International HR Business Partnering team. to support our global HR Management team. As HR Coordinator for Commercial and Outstations, you will be responsible for providing HR Administrative support for our global HR team. Based in our head...


  • Doha, Qatar Qatar Airways Full time

    About the role Responsible for the management of Customer Care in the assigned region/country, delivering the highest level of customer service to customers who have experienced a service failure. Coordinates feedback and recommends solutions to underperformance of QR’s services. Other key responsibilities are: Operational - Respond to customers in a...


  • Doha, Qatar Qatar Airways Full time

    To be successful in this role you will be responsible for the 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 coordinate feedback and recommend solutions to underperformance of QR’s services. Accountabilities: - Respond to customers...


  • Doha, Qatar SV Companies Full time

    SV Companies is looking for an ambitious **Customer Care Coordinator** who can work in a team and have a passion for his/her work, loves challenges, and meets targets. Someone with a career goal will go a long way with our company. You will be reporting directly to the Customer Care Supervisor based in Dubai. Your key responsibilities include maintaining...


  • Doha, Qatar Qatar Airways Full time

    As Systems Support Officer, you will be responsible for assignments/re-assignments of cases which includes GCEO, Executive Management escalations, Social Media, Skytrax posts in a timely manner. Also you will be responsible for mediating between various claiming agencies, conducting MS Dynamics checks and procedural training for new joiners in Head Office...


  • Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time

    Job RequirementsWe are seeking a highly skilled Financial Services Liaison Officer to join our team. In this role, you will be responsible for supporting our outstation teams in all required financial and legal matters.Your Key Responsibilities Will Include:Providing administrative support for procurement activities, including quotations and supplier...

  • HR Coordinator

    5 days ago


    Doha, Qatar Qatar Airways Full time

    **About the role** We are hiring an HR Coordinator who will handle HR Services activities with the Outstations HR Administrators, Regional HR Managers and the respective departments based in the Head office. You will be handling HR activities in a consistent and timely manner to the satisfaction of the Stations. As an HR Coordinator you will also be...


  • Doha, Qatar Qatar Airways Full time

    As Customer Care Briefing Coordinator, you will be responsible for registration of cases in Customer Care database for GCEO and higher management memo preparation. Helps in preparing memos, updates and reports required by higher management. You will monitor and track the investigation process and completion of investigation report through the entire cycle....


  • Doha, Qatar Qatar Airways Full time

    As Customer Care Briefing Coordinator, you will be responsible for registration of cases in Customer Care database for GCEO and higher management memo preparation. Helps in preparing memos, updates and reports required by higher management. Monitors and tracks the investigation process and completion of investigation report through the entire cycle....


  • Doha, Qatar Qatar Airways Full time

    As Administration Coordinator - Customer Care, you will provide administration support for the smooth functioning of the Qatar Airways Customer Experience departments on a daily basis and will perform secretarial duties, which require the handling of confidential and sensitive information. Further you will represent the department through management of...


  • Doha, Qatar Cameo projects real estate Full time

    The job responsibilities of a customer care representative can vary depending on the industry and the specific company, but generally include: Responding to Inquiries: Customer care representatives are responsible for answering inquiries and providing information to customers about products, services, and company policies. Handling Complaints: They assist...


  • Doha, Qatar Qatar Airways Full time

    About the role As a Customer Care Support Manager, you will be responsible to manage the provision of a comprehensive support services to employees within QR Corporate Customer Care. Responsible for the development of strategies and concepts associated with support services activities and the systems (Microsoft Dynamics & Hayyakom) for the Support team in...

  • Care Manager

    15 hours ago


    Doha, Qatar People First Care Centre Full time

    **About Us**: People First Care Centre, based in Doha, is a healthcare service call centre provides care management services to aged care and disability clients in Australia. We are seeking a passionate Care Manager to join our team. **Your Role**: As a Care Manager, you will: - Conduct thorough assessments of consumers' care needs and develop personalized...


  • Doha, Qatar Diet Delights Full time

    We are specialized nutrition company, we're dedicated to transforming lives through tailored nutrition and meal planning. Our mission is to empower individuals to achieve their health and wellness goals by providing nutritious, chef-prepared meals delivered straight to their doorsteps. As we continue to grow, we're looking for a Customer Care Service Agent...