Job description
Full job descriptionAbout the roleWe are looking for a skilled Customer Care Outstation Coordinator to join our Customer Care department. You will be responsible for management of Customer Care in the assigned region/country, delivering the highest level of customer service to customers who have experienced a service failure. You will also coordinate feedback and recommend solutions to underperformance of QR’s services.As part of your daily responsibilities, you will also:Respond to customers in a timely manner according to local legislation. Respond to complaints and request for information and assistance, interpret, and explain procedures and policies. Investigate and analyze all customers complaints from all communication channels available and independently respond to customer feedback in a timely manner in line with Department 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.Regularly interact with Airport Stations in all QR network, Legal Department and Customer Care Team at the main Office in order to explain cases and seeks inputs on now to solve issues.Lead the discussion with local attorneys to handle customer related legal cases in order to address and resolve corporate cases. Represent QR when required on hearings at Court and ensure all responses and resolutions are based on fact, well-reasoned and legally sound to ensure that there are no risk implications which may result in legal actions against the Company.
Responsibilities & skills
Airline Experience (Preferred)Customer Relations-related field experienceCommercial acumen, able to spot and interpret market trendsExcellent command of English languageAdvanced of native knowledge of Russian / Spanish / any of any of the Scandinavian languages (Norwegian, Swedish, Finnish, Danish)
Education
Perform other department duties related to his/her position as directed by the Head of the Department.
Experience
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Qatar Airways
Qatar Airways is proud to be one of the youngest global airlines to serve all six continents, and thanks to our customers’ response to our offerings, we are also the world’s fastest-growing airline. We connect more than 160 destinations on the map every day, with a fleet of the latest-generation aircraft, and an unrivalled level of service from our home and hub, the Five-star airport, Hamad International Airport in Doha, the State of Qatar.Travel today involves a mix of short, medium and long-haul segments, with more people travelling than ever before. With the breadth of network coverage today, virtually no destination is unreachable. This is why the commitment to service is paramount; as our guests are travelling farther and more frequently than ever before, the experience on board is an important part of the journey itself.
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