Customer Service Advocate
4 days ago
At Qatar Airways, we are committed to providing exceptional customer experiences through our digital platforms. As a Digital Support Coordinator, you will be the first point of contact for customers, ensuring timely and accurate resolution of system-related queries, configuration requests, and operational issues.
This role includes providing exceptional customer service, performing system configurations, and supporting track-and-trace activities for enhanced visibility and efficiency. Acting as the single voice of the customer, you will drive continuous improvement by sharing feedback and advocating for system enhancements.
About the Role- Incident Logging: Accurately log all customer incidents and service requests in the ticketing system.
- Prioritization: Assess and prioritize incidents based on urgency and impact.
- Resolution Tracking: Ensure timely troubleshooting and resolution, escalating complex issues to L2/L3 teams when necessary.
- Closure Confirmation: Validate resolution with customers before closing incidents.
- Customer Queries: Respond promptly to customer inquiries regarding system usage, shipment status, or operational processes.
Key Responsibilities:
- Assist customers in tracking shipments, orders, or inventory within the system and recover where necessary.
- User Account Management: Create, update, and deactivate user accounts as per requests.
- System Settings: Configure system parameters, workflows, and notifications to align with customer and operational requirements.
Becoming Part of Our Team
You'll have the chance to work with an international community, building your skills and experience while being part of an extraordinary story. At Qatar Airways, impossible is only a challenge. Together, everything is possible.
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