Senior Customer Services Agent

7 days ago

Doha, Qatar Qatar Airways Full time

**About the role**

Controls the shift operation, including editing and pre - flight planning. Updates check in - supervisor, check in staff, and supervision at check-in and gate. Monitors activities of the GHA. Administrative duties, statistics, Contributes to on time departure, satisfied customers and efficient work. Contributes to achieve the excess baggage budget assigned. Supports the 5 Star on ground philosophy. Ensure all pre and post flight activities such as Editing, Monitoring and Controlling, On loading; Upgrade/Downgrade, Special Load acceptance etc. are completed within the specified time frame. Ensure maximum interaction and results within all areas of the unit. Implement and actively achieve Key Performance Indicators.

**Key accountabilities include**:

- Organises and control all aspects of daily flight.
- Handles special situations like delays, over sales to ensure that customers at check in, gates and transfer are looked after and alternative solutions offered in line with QR policy.
- Communicates with Airport Authorities to ensure QR operations are in line with Local Regulations.
- To maintain Qatar Airways professional image by adhering to all applicable grooming policies.
- To assist the passengers at all times, providing the best services. Escort and direct arriving and departing passengers to the respective areas such as Hotel Desk, Visa Counter, Transfer Desk, Premium Lounges and Boarding Gates.
- Ensure adequate staff is available to cover the shift/gates.
- Collect briefing sheets and staff allocation; check all the counter/s equipment and stationary, report technical faults.
- Ensure all disruption activities such as Customer Communication, CM to CM Transfer, Re-routing; Upgrade/Downgrade on service recovery etc. are completed within the specified time frame.
- To ensure standard of service quality is maintained by liaising with the outstation on implementation of process and obtaining customer feedback to improvise the process.
- Communicate with disrupted customers, reroute and transfer customer to one flight to another in ALTEA system (CM to CM transfer). Ensure customers misconnected are re-routed or protected on next available flight. Handle disrupted customer questions, complaints, and inquiries with the highest degree of courtesy and professionalism and resolve customer issues by providing solutions and/or alternatives with first call resolution.
- Communicates with network airports and all stakeholders for consistency in service delivery. Follow QR procedures and manage large amounts of inbound and outbound disruptive calls professionally to match the needs of Qatar Airways customers.
- Record all complaints, escalate to immediate superior for necessary action and close the complaint with satisfied response to the customer by providing feedback to customer care team.
- Advise changes to disrupted passengers in flight itinerary, cancellations or new confirm flight reservations.
- Advises network stations of changes in passenger itinerary to control space and ensures utilization of seating capacity on flights.
- Ensure all activities from the Pre-booking of hotel accommodation (as per eligibility) and the actual execution is effectively managed for disrupted passengers at Doha Airport.
- Provide administrative support and supervise over the Arrivals Team at Doha Airport in order to ensure the smooth functioning of STPC is taking place on a day to day basis.
- Ensure constant communication are delivered to internal NDU team for smooth operations.
- Provide regular updates and maintain an accurate and detailed record /status report of all disruptive passengers and escalate issues or challenges faced proactively.

**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.

**Qualifications**:
**About you**
- Relevant College or University qualification
- Minimum 2 years of relevant experience in an airline or reputed Ground Handling Operations.
- Excellent communication skills with fluency in English language.
- Listens and follows directions. Accuracy and attention to detail. Reading interpretation and comprehension of reference materials, instructions, policies and procedures.
- Good understanding of conditions of carriage, International Civil Aviation Safety and Security procedures
- Able to mediate minor customer disputes.
- High level of computer literacy
- Excellent customer focus and service delivery.

**About Qatar Airways Group**
Our story started with four aircraft. Toda

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