Service Recovery Officer

3 days ago

Doha, Qatar Qatar Airways Full time

As a Service Recovery Officer, you will be part of the Service Recovery team within the Customer Experience - Customer Care unit with the responsibility to handle any service failures on the spot and provide service recovery to customers. Responsibilities will include making sure that all flight disruptions and service failure reports are received and service recovery is offered to customers without delays. This role is focused on all customers’ issues throughout the entire cycle from receiving the report to finalizing the resolution, and providing the necessary responses and compensation to the affected customers. You will play an important role in the continuous improvement initiatives by highlighting recurring causes of service failures and participating in ongoing forums in order to optimize the Customer Experience journey.

Key accountabilities include:

- Responsible for offering service recovery to customers via various communication channels.
- Responsible for processing customer feedback received via various communication channels to analyze the problem and seek the necessary feedback from stakeholders.
- Liaising with functional departments at Head Office and Outstations to gather information and carry out background investigation with regard to customer experience.
- Formulate and submit approvals and final responses to customers using templates as well as entirely unique case responses.
- Required to follow a Service Level Agreement (SLA) with qualitative KPIs for customer feedback case management.
- Identify and proactively report to management the repeated service failures with customers and the causes of these failures.
- Act as a final approver for service recovery approach that does not include compensations which falls under the compensation policy.

**Be a 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**:

- Bachelor’s Degree or equivalent with 04 years of job-related experience
- Previous customer facing experience is a must
- Airline/Reservation and Ticketing experience is preferred
- Proven ability to work under pressure
- Excellent knowledge of MS Office and Amadeus

**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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