Senior Customer Relations Officer

1 day ago

Doha, Qatar Qatar Airways Full time

**About the role**

Manage Customer Care team, by monitoring their performance in handling the customer complaints and enquiries; to reply to Customer Relation and other stakeholders within the agreed time frame, ensure the reports are accurate and recommend corrective action to the Line Managers in operation by supporting repeated issues with case studies, briefings or other forms of communication to avoid recurrence of any attributed cases.

**Key accountabilities include**:

- Improve the customer service standards by providing monthly comprehensive report to Hub Management which is highlighting the gaps from the customer’s feedback to contribute in meeting the company goal of Customer First. In addition, ensure the team produce the daily updated reports in order to monitor the trends and correct any gap at an early stage.
- Manage customer feedback and internal investigations process through the entire cycle, starting from:

- Analysing the complaint when we receive it from Customer Relation or other stakeholders
- Lead the investigation
- Establish the facts
- Reply back to Customer Relation with our findings
- Update the operation management with the outcome of the investigation and the root cause.
- Maintain investigation tracker to make sure all investigations are carried out within 72 hours to achieve customer satisfaction and retention.
- Investigate confidential cases which are required by higher management, by interviewing the staff involved and reviewing the CCTV footage to maintain the confidentiality and sensitivity of the case to achieve customer satisfaction.
- Analyse the customer’s complaints and compliments, by reviewing the monthly statistics, sharing the results with the management, to improve the customer service standards.
- Create case studies or any appropriate form of communication highlighting staff errors that are repeated leading to customer complaints.
- When possible join the shift briefings or have the team be a part of the briefings to highlight repeated trends. Gather relevant feedback and challenges that staff highlight that could streamline existing procedures to benefit customer delivery.
- Seek opportunities to improve service standards that were observed through investigations. Coordinate with other departments to drive the change.
- Re-evaluate all GCEO cases by reviewing the findings to confirm all aspects are covered.
- 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.

**Qualifications**:
**About you**
- Minimum 5 years’ operational experience
- Previous experience in an equivalent role, airline / airport related setting or a similar environment.
- Past experience in a role on conducting investigations
- Work experience in an airline, airport, ground handling agent pertaining to handling customers.
- Experience of working in a HUB environment.
- Good analytical and decision-making skills.
- High degree of self-motivation and personal enthusiasm.
- Ability to write reports.
- Able to adapt to multi-cultural work environment.
- Good command in English language written and spoken communication skills.
- 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.

**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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