As a Senior Customer Relations Officer, you will be responsible for managing customer feedback to the highest standards. You will manage the feedback process with customers through the entire cycle from analyzing feedback requests, to leading the investigation process by finalizing the resolution and necessary response and compensation proposals.

This position will play a vital role in the retention of customers from conceptualization through analysis. This includes idea generation, investigation, proposal preparation, recommendation up to the execution, which will cater to a bigger demographic and the complexity of the market.

As part of the role’s daily responsibilities, you will also:

  • Lead the investigation process by ensuring that all discussions during the process are fair, appropriate and above reproach:
  • Clearly define the complaints and/or issues in need of investigation
  • Consider the nature and likely scope of the investigation based on the complaints/issues of concern.
  • Decide how best to conduct the investigation. It can be a very simple and process, however, this depends on the specific circumstances of the case i.e. seriousness of the matter and how clear or disputed the facts are
  • Consider the timeline of the investigation by taking into consideration, where appropriate, the need to conducts interviews, gathering information, consolidate and submit the report.
  • Process and respond to all assigned customer feedback and complaints received from various sources and sensitive cases referred from the GCEO office. Thereafter, the role is required to draft a response and recommend service of level of compensation, either monetarily or with miles.
  • Liaise as required with the functional Departments at the Head Office and outstations in establishing areas that require improvement in order to provide quality services to the customers.
  • Apply knowledge and understanding of mandated aviation industry regulations and legal requirements in the complaints management and resolution process.
  • Ensure that the decisions taken as resolutions reflect the company’s image as well as the customers’ satisfaction.
  • Develop feedback or complaint procedures for customers to use. Investigate, analyze and independently respond to customer feedback.
  • Ensure case feedback and resolutions are passed to customer service delivery units for feedback and follow up processes (quality and analysis): 
  • Analyze statistics or other data to determine the level of customer service the company provides
  • Evaluate the validity of the claim
  • Assess the customer expectations
  • Determine the level of inconvenience caused to the customer
  • Assess the liability of the company against established policies and regulations

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. At Qatar Airways, 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 and a world class airline.

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

A successful candidate should possess the following experience and qualifications:

  • High School Diploma or Equivalent with Minimum 5 years of job-related experience OR Bachelor’s Degree or Equivalent with Minimum 4 years of job-related experience.
  • Strong customer-facing experience in an airline or hospitality industry.
  • Excellent command of the English language.
  • Ability to follow company policies and apply own judgment for case resolutions.
  • Strong people and influencing skills for decision-making across the business and with individual customers.
  • Highly pro-active and timely approach to problem resolution including progress action with the internal Departments.
  • Managerial skills – Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate’s skills. Ability to foster teamwork among team members.

Preferred qualifications

  • Formal qualification in a customer service related-field.
  • Airline Reservation and Ticketing qualifications
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