Customer Services Coordinator

3 weeks 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

  • Customer Service

    2 weeks ago

    Doha, Qatar Edition Motors Car Services Full time

    Excel/word experience is a must - 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 products inside and out so that you can answer questions. -...

  • Customer Service Coordinator

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Sika Full time

    Company DescriptionSika is a specialty chemicals company with a globally leading position in the development and production of systems and products for bonding, sealing, damping, reinforcing, and protection in the building sector and automotive industry. Sika has subsidiaries in 103 countries around the world and, in over 400 factories, produces innovative...

  • Customer Service Coordinator

    3 weeks ago

    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...

  • Customer Service Coordinator

    2 weeks ago

    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...

  • Customer Service

    3 weeks ago

    Doha, Qatar NHG Co. Full time

    **Customer Service Representative Responsibilities**: - 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 products inside and out so that you can...

  • Shipping & Customs Lead / Coordinator

    3 weeks ago

    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...

  • Customer Service Manager

    2 months ago

    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...

  • Customer Service

    3 weeks 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 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Ancilla Hospitality & Cleaning Services Full time

    Responsibilities: Act as the primary point of contact for clients, providing exceptional customer service and addressing inquiries, concerns, and feedback promptly and professionally. Proactively identify and pursue sales opportunities to generate new business and expand our client base in the cleaning and hospitality industry. Conduct sales presentations...

  • Customer Service

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, 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, modifications,...

  • Customer Service Executive

    2 weeks ago

    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 Representative

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Edition Motors Car Services Full time

    Edition Motors Car services.A minimum 3 years of experiences is required.Experience in Microsoft excel and word is required.Job includes bonus and commission payments.Job description: Manage large amounts of incoming phone calls Generate sales leads Identify and assess customers' needs to achieve satisfaction Build sustainable relationships and trust with...

  • Sales Coordinator

    3 weeks ago

    Doha, Qatar Integrated Group Full time

    _**Duties & Responsibilities**:_ **1. Client Acquisition**: - Reach out to prospective clients to inform them about the launch of our app. - Highlight the benefits of early adoption and encourage them to avail of early bird benefits. - Follow up with interested clients to facilitate the registration process on our platform. - Effectively engage in...

  • Customer Service Representative

    3 weeks ago

    Doha, Qatar Zabeel Groups Full time

    We are hiring a Customer Service Representative to manage customer queries and complaints. **Job Description**: General Purpose: Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services. Main Job Tasks and Responsibilities: - Answer calls professionally - Respond promptly to...

  • Customer Service Representative

    2 weeks ago

    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...

  • Customer Service Representative

    4 weeks ago

    Doha, Qatar Ritaj Full time

    **Ritaj Facility Management** **Customer Service Representative with Facility Management Experience** **Facility Management Experience** **Must know Arabic/English** **Position Overview**: As a Customer Service Representative (CSR) with experience in facility management, you will be responsible for ensuring excellent customer satisfaction while handling...

  • Customer Service Representative

    4 weeks ago

    Doha, Qatar Holding Group Full time

    **Customer Service Representative Job Description** We are hiring a customer service representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and...

  • Customer Service Officer

    3 weeks ago

    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...

  • Customer Service Supervisor

    2 weeks ago

    Doha, Baladīyat ad Dawḩah, Qatar Applynewjobs Consulting Full time

    PublishedJanuary 8, 2023LocationDoha, QatarCategoryCustomer Service / Reservations / TelecallingJob TypeFull-timeDescription:Looking for a Customer service supervisor for Doha, Qatar.Job Responsibilities: Respond to customer service issues on time. Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis. Maintain...

  • Arabic Customer Service

    4 weeks ago

    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...