System Support Officer

3 days ago

Doha, Qatar Qatar Airways Full time

As Systems Support Officer, you will be responsible for assignments/re-assignments of cases which includes GCEO, Executive Management escalations, Social Media, Skytrax posts in a timely manner. Also you will be responsible for mediating between various claiming agencies, conducting MS Dynamics checks and procedural training for new joiners in Head Office and Outstation.

The key accountabilities for the role are:

- Prioritizing of assignments and registration of Social Media posts including escalations for higher management. Ensuring the cases are actioned in a timely manner.
- Mediating between claiming agencies for pending Customer Care claims. Evaluating and communicating with Customer Care Team and Claim Agency (e.g.: Airhelp, Yource B.V; Flightright) for pending claims / compensation details to avoid delays in case handling / payment, create and share tailored information templates for system integration with the stakeholders.
- Raising new and enhancement requests through User Story (Case Management Technical Fault reporting) to ensure smooth system performance.
- Conducting MS Dynamics and procedural training for new joiners in Head Office and Outstation. Updating the team on any changes/new procedures pertaining to case management and MS Dynamics.
- Assist in data testing, monitor progress and report lapses for management review - identifying technical (Bugs) errors in MS Dynamics and escalate to IT Department.
- Updating and maintaining a record for GCEO-Weekly and Case Brief Reports.
- Perform other department duties related to Customer Care which includes handling customer feedback and provide necessary support in ensuring customer feedback is resolved in a timely manner.

**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.

**Qualifications**:

- Diploma, Bachelor’s Degree or higher
- Minimum 3 years of experience with similar role in an airline or hospitality
- Excellent English verbal and written communication skills
- Knowledge of Microsoft Dynamics is essential
- Reservation and Ticketing experience
- Proven ability to work under pressure

**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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