Customer Services Coordinator (SSU)

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

The successful candidate will have the following qualifications and skills:

 

·       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

·       Ability to apply company policy as well as own judgement for case resolution