Customer Services Coordinator

6 months ago


Doha, Qatar Qatar Airways Full time

**About the role**

We are currently recruiting for Customer Services Coordinator - SSU based in Doha, Qatar to work with Customer Contact Centre’s Department.

As a Customer Services Coordinator, you will act as a Qatar Airways Shared Services unit product and process expert. You will establish and correct business anomalies in customer handling or ticketing areas by investigating the concerns promptly and submitting an investigation summary to maintain customer satisfaction, loyalty and brand reputation. You are responsible to analyze and improve customer satisfaction levels by reviewing and evaluating customer interactions with the contact centre agents.

**Your specific responsibilities include**:

- Assess the customer satisfaction metrics and feedback to identify improvement areas and implement best practices to enhance the overall customer experience.
- Review and analyse customer satisfaction survey data and feedback to identify trends, patterns, and areas of improvement.
- Review and audit tickets/EMD’s and related transaction to ensure accuracy, compliance with regulations, and adherence to QR policies as part of the deliverables.
- Conduct regular & thorough audits of ticketing activities to identify discrepancies, and provide recommendations for resolution and process improvement.
- Identify the root causes of customer dissatisfaction or low CSAT scores and provide recommendation to address and resolve these issues.
- Collaborate with cross-functional teams, including contact centre management, training, business knowledge and adherence to quality standards.
- Work closely with the contact centre quality and training team to identify opportunities to enhance the overall customer experience through LEANNING process, workflow and systems. Where deemed necessary, communicate with customers in a professional and empathetic manner, actively listening to their concerns, providing updates on the investigation progress, and offering resolution within company guidelines.
- Assist in handling escalated customer issues and complaints, ensuring timely and satisfactory resolution.
- Review and validate Qatar Airways tickets/EMDs including reservations, fare calculations, refunds, exchanges, and other reservation related transaction, ensuring accuracy and adherence to regulations and company policies.
- Ensure compliance with Qatar Airways rules, fare conditions, contract agreements, and legal requirements, identifying any violations or discrepancies.
- Identify potential fraudulent activities, such as ticketing irregularities, misuse of discounts, unauthorized modifications, and under/over collection to escalate suspicious cases.
- Investigate and resolve ticketing discrepancies, errors or customer complaints related to ticketing transactions, working closely with internal teams, i.e.Voice/ Digital/ PLA/ Refunds and finance to facilitate a timely solutions. Collaborate with relevant teams to implement necessary actions for resolution.
- Conduct thorough investigations into customer complaints, gathering relevant information and collaborating with internal departments (e.g. baggage, airport operations, loyalty, contact centre) to determine the root cause of the issue.

**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

**About you**
- High School Qualification / Vocational Qualification /Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 3 years of job-related experience

OR
- Bachelor's Degree or Equivalent with Minimum 2 years of job-related experience
- Must have customer facing experience in an airline or hospitality
- Excellent knowledge of advanced fares, ticketing & reservation system (Amadues)
- Good command in English language

**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



  • Doha, Qatar Qatar Airways Full time

    **About the role** The air freight industry landscape is entering an accelerated phase of change and transformation. From digitalising the end-to-end value chain, to fortifying a true e-commerce experience, to the launch of digital freight marketplaces, and much more. At Qatar Airways Cargo, we recently launched our VISION 2027 Roadmap as part of The Next...


  • Doha, Qatar MPH Global Services Full time

    Industry: Oil & Gas City/Country: Doha, Qatar Location: Doha We are looking for **Shipping & Customs Lead / Coordinator** for one of our clients with the following details: **Location: Doha, Qatar - Onshore** **Contract duration: 12 months** **Status: Single** Qualifications & Experience Required: - Minimum 8-10 years in the field. - Mandatory knowledge...


  • Doha, Qatar PayLater Website Services Full time

    **Customer Engagement**: - Foster a positive and personalized customer experience to enhance satisfaction and loyalty. - **Issue Resolution**: - Address and resolve customer concerns, disputes, or issues related to BNPL transactions promptly and effectively. - Collaborate with internal teams, including finance and operations, to ensure timely resolution of...


  • Doha, Qatar International Medical Company Full time

    **Responsibilities**: - Overseeing Customer Service Representatives and other team members - Ensuring that the team members adhere to the company guidelines and policies at all times - Providing the clients with product and service knowledge - Identifying and resolving any urgent customer service queries - Developing and implementing monthly/yearly...


  • Doha, Baladīyat ad Dawḩah, Qatar PPL Dynamics Full time

    Job SummaryWe are seeking a highly skilled Customer Service Coordinator to join our team at PPL Dynamics. This is an exciting opportunity for a professional who is passionate about delivering exceptional customer service and experience.


  • Doha, Qatar BLS International Services Full time

    Appointment slotting for prospective customers. - Understand the applicant requirement and provide appropriate advise / information - Documentation - scrutiny / checking and submission - Biometrics - fingerprint scanning - Collection, handover & deposit of Cash for the day. - Selling Value Added services **Other Requirements**. - Excellent communication and...

  • Customer Service

    6 months ago


    Doha, Qatar Gulf Consulting Group Full time

    We are reputed Engineering Consultants based in Doha, We are looking for **Customer Service representative for our Sister company** with more than 5+ years of experience, preferably Arabic speaker. **Key Responsibilities**: - **Order Processing**: Handle customer orders, ensuring accuracy and efficiency in processing. Assist customers with order placement,...

  • Customer Service

    2 months ago


    Doha, Qatar Ibn Ajayan Projects Real Estate Full time

    We are hiring for - "**Customer Services &Tele-Sales Coordinator**"(Female only) Key Responsibilities: **1. Receptionist and Administrative Support Duties**: - Welcome visitors to the office and manage the reception area. - Maintain a professional and organized reception area. - Assist with scheduling meetings, managing calendars, and organizing...


  • Doha, Qatar Vistas Global Full time

    We are looking to hire a qualified Customer Service Representative to join our dynamic team. - Maintaining a positive, empathetic, and professional attitude toward customers at all times. - Responding promptly to customer inquiries. - Communicating with customers through various channels. - Acknowledging and resolving customer complaints. - Knowing our...


  • Doha, Qatar Gulf Overseas HR Consultancy Full time

    **Key Responsibilities**: - Serve as the first point of contact for clients and tenants, addressing inquiries related to facility services. - Handle service requests, maintenance issues, and complaints effectively. - Coordinate with maintenance and operations teams to ensure timely resolution of issues. - Maintain accurate records of customer interactions...


  • Doha, Qatar That's Living Group - Qatar Full time

    Functions: Your duties will consist of but not limited to: 1. Customer Assistance. Provide personalized assistance to customers in our luxury furniture showrooms, address inquiries related to product details, availability, and pricing and assist customers in making informed purchase decisions. 2. Product Knowledge. Stay informed about the latest trends in...


  • Doha, Qatar سري Full time

    **Customer Service** Job Location: Qatar Qualifications/Skills: Bachelor's degree or diploma in the same field. Min. 3 years of experience in Customer Service - Proven customer support experience or experience as a Client Service Representative - Track record of over-achieving quota - Strong phone contact handling skills and active listening - Familiarity...


  • Doha, Qatar QH Human Resources Consultancy Full time

    QHire Human Resources Consultancy is urgently hiring for a Customer Service Officer **Responsibilities**: - Should possess a Bachelor’s Degree or equivalent from a reputed institute. - Must have a minimum 2-3 years of experience in a similar role (customer facing or administrative roles preferred.) - Answer to customer queries and work for solutions...

  • Freight Operation

    6 months ago


    Doha, Qatar 20M Wellbeing - Qatar Full time

    We are currently seeking a skilled and motivated Freight and Customer Service Officer to join our team and contribute to our commitment to exceptional service and efficient freight management. As a Freight and Customer Service Officer, you will play a pivotal role in managing the logistics and customer service aspects of our freight operations. You will be...


  • Doha, Qatar C2HR LLP Full time

    This role is responsible in building positive and professional relationships with new and existing clients, internal and external stakeholders of the Academy, business contacts and concerned affiliates. Also required to work closely with Management in ensuring development of business strategies to sustain clients, determine new ideas/ plans to grow and...


  • Doha, Qatar JKR IT Full time

    Job Summary: The Customer Support and Technical Coordinator plays a crucial role in ensuring excellent service delivery by providing technical assistance and support related to the services of home electronics equipment. This position requires a blend of technical knowledge of home electronics and exceptional customer service skills. Key...

  • Customer Service

    6 months ago


    Doha, Qatar Driving Academy Full time

    **Job description**: ** MALE ONLY** - **Welcoming all customers with a smile.** - **Attract potential customers by answering service inquiries and provide** **information about other services.** - **Provide accurate information to the customer and make sure that the** **customer understands their chosen driving package.** - **Open the customers file and help...

  • Customer Service

    6 months ago


    Doha, Qatar Apt Resources Full time

    **CUSTOMER SERVICE**: **Job ID **:2338 **Location **:Doha - Qatar **Industry **:Hospitality / Tourism / Recreative **Functional Area **:Customer Service / Telecalling AED 1,100.00 - 1,300.00 **Other Benefits **:Food+Accomodation+Transport+Water+Electricity **GCC Driving License **:No **Description: - Should have experience in Same Role. Detailed...

  • Sales Coordinator

    3 months ago


    Doha, Qatar TrustLink Services W.L.L Full time

    **Job Title: Sales Coordinator - Business Setup & Corporate Services** **Responsibilities**: - Assist the sales team with client communication, sales inquiries, and service processing. - Manage client accounts, maintain accurate client data, and address customer queries and issues efficiently. - Coordinate with marketing, operations, and finance teams to...


  • Doha, Qatar Johnson Controls Full time

    **What you will do** The Sales Coordinator will be directly reporting to the Regional Business Analytic & Operations Manager, GCC Service. You will be part of GCC Service Qatar Branch, a division of Johnson Controls which is a provider of a variety product and solutions related to Building Technology. You will be based in Qatar and directly interact with...