Senior Officer Service Recovery

5 months ago

Doha, Qatar Qatar Airways Full time

About the role

As a Senior team member, working and supporting the Service Recovery team and make sure that in the event of any service failure on the part of QR involving its customers, service recovery is completed promptly. Oversee the investigation process through finalizing the conclusion, necessary responses, and compensation proposals in accordance with the department’s established guidelines. This position is in charge of managing all aspects of service recovery, including the timely reporting of all customer-related complaints. The role is directly responsible for approving compensation proposals for his/ her team members.

Accountabilities:

- Overseas the day-to-day activities of the Service Recovery team by providing support to the team and being the point of escalation on all service recovery related matters.
- Ensure all critical service failure cases are escalated to management to insure continuous improvement.
- Oversee and ensure that the progress action of the customer related cases and service recovery reports are appropriate and meet Service Level Agreement (SLA) including department deadlines.
- Coordinate work movement within the department’s functional/geographic structure across QR network to ensure effective workflow identified and reported back as required.
- Work closely with the Manager and develop strong relationship with the Senior Officers and build ‘one team customer care’ strategy.
- Manage customers’ compensation according to QR Compensation policy or according to internal guidelines decision made by the business.
- Approve compensation for self and team within the limits prescribed in the Delegation of Authority.
- Responsible for handling all reported service failures within QR and provide proper service recovery.
- Liaise as required with the functional departments at Head Office and Outstations to gather information and carry out background investigations before reaching out to the customers.
- This position requires a proactive daily approach and collaboration with other internal departments in order to receive the Service failure reports and initiate the Service Recovery reports for further handling.
- Accountable for meeting regular reporting requirements and escalation processes as part of the Customer Care team.
- Responsible for identifying and reporting to management any emerging trends.
- Contribute and share cross-functional activities within the department according to caseload volume demands.
- Prepare and submit regular reports to management with regard to service recovery offered.
- Ensure service recovery report is shared with service delivery units for feedback and follow-up process (quality and analysis).
- Evaluate reports generated from other departments to contribute to root cause analysis and assist in formulating permanent resolution to those service shortfalls.
- 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 or Equivalent
- Minimum 4 years relevant experience
- Travel Industry Experience is preferred
- Ability to contribute individually, and lead, manages or participates in cross-functional teams.
- Excellent writing and verbal communication skills.
- Excellent written and spoken English.
- Strong organizational and prioritization 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.

How to Apply

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