Customer Care Officer

About the role We are excited to announce a new opportunity to join our Customer Care team as a Customer Care Officer (In-flight Services) As a Customer Care Officer, you will be responsible for processing feedback received through applicable sources that include electronic voyage reports, customer care reports, and advice and suggestions received through official channels. You will also lead the investigation process involving ground or in-flight-based customer service aspects by coordinating with relevant Ground or In-Flight Service stakeholders to resolve or follow up on further enhancements of ground / in-flight-based products. Additionally, you will appraise and evaluate respective service aspects, including assessing staff performance in respective areas, e.g. ground / in-flight, amenities / catering, in-flight entertainment, lunge or other ground service processes that may impact overall customer service levels. As part of your daily responsibilities, you will also: • Process customer feedback received through respective channels and evaluate the same based on relevant SOPs • Ensure closure of all complaints received within stipulated period and as per company SOPs • Liaise directly with the relevant Customer Service teams to highlight employee performance issues that may impact Ground or In-Flight-based customer service delivery, and attempt to resolve the same with minimum disruption, while keeping your Line Manager aware of all instances at various levels along the way • Review and appraise customer complaints and transfer them to relevant departments to seek clarification, thereby resolving issues successfully • Provide guidance or feedback on service standards and procedures to various areas within the operations, and ensure that the process is streamlined in order to increase efficiency within the department • Remain highly proactive by providing appropriate information with regards to investigations, an ensure actions are taken to address respective service delivery issues • Provide inputs and suggestions to the customer complaint management system via respective communication channels to the Line Manager • Identify trouble areas and escalate the same to the Line Manager and other service delivery arears to resolve issues as required by the Line Manager. • Contribute and share cross-functional activity within the department and ensure that operational requirements i.e. monitoring and responding to electronic voyage reports (eVRs), complaints, suggestions ensuring they are resolved / closed within stipulated periods. 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.