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Regional Customer Experience Manager

2 weeks ago


Doha, Baladīyat ad Dawḩah, Qatar Qatar Airways Full time
Responsibilities
  • Respond to customers in a timely manner according to local legislation. Respond to complaints and requests for information and assistance, interpret, and explain procedures and policies.
  • Investigate and analyze all customer complaints from all communication channels available and independently respond to customer feedback in a timely manner in line with the Department's SLAs.
  • Recommend level of compensation (monetary, vouchers, Avios) for service recovery and settlement of complaints according to QR's internal policies and procedures.
  • Utilize and communicate management information and performance data to ensure delivery of an effective operation and maximize customer retention.
  • Manage a comprehensive database of customer feedback and generate reports.

You will regularly interact with Airport Stations in all QR network, Legal Department, and Customer Care Team at Head Office in order to explain cases and seek inputs on how to solve issues.