Company : Qatar Airways
Contact Phone :
Job Description :
QR8405 - Customer Care Officer - French speaker
Qatar Airways
Welcome to a world where ambitions fly high
From experienced pilots to dynamic professionals embarking on new careers, Qatar Airways is searching for talented individuals to join our award-winning team.We take pride in our people—a dynamic and culturally diverse workforce is essential to why we are one of the finest and fastest growing airlines in the world.We offer competitive compensation and benefit packages.
About Your Job:
The Customer Care Officer is part of the Customer Care Unit focused to manage customer feedback and complaints resolution. The main responsibility of the position is to manage the feedback process with customers through the entire cycle from analysing the feedback request, leading the investigation process through to finalising the resolution and necessary response and to submit compensation proposals for approval. The Officer directly manages the customer facing communication and is the final approver on all cases not leading to compensation.
This role plays an important role in the continuous improvement initiatives for the airline by highlighting recurring causes of service failures and participates in ongoing forums to optimise the Customer Experience journey. It requires continuous coordination with functional departments at Head Office and Outstations to gather information and carry out background investigations with regards to customer feedback and complaints.
The role requires a high proactive, timely approach to problem resolution, and to work to a Service Level Agreement (SLA) with qualitative and quantitative KPIs for customer feedback case.
About You:
Candidates must hold Bachelor Degree or equivalent, be fluent in spoken and written English and French, with a minimum of 5 years experience in frontline customer service roles, preferably in the travel/airline industry, and in a customer contact environment.
Candidates must have strong people, team-working, analytical and IT skills and knowledge of GDS/DCS systems. We seek individuals who have a strong customer service ethic, empathy with a diverse and challenging set of customer requirements and a belief that service recovery and customer retention are essential to the success of the business. Resilience and an ability to work under pressure to exacting service level targets are essential attributes in this role.