Qatar
Qatar Airways – Other locations
Full time
About the role:
Handle customer communication and provide service excellence to customers, specifically those affected by AOG, flight diversions or normal flight delays/disruptions support through all communication channels (SMS/Phone calls/Social MediaWhatsApp inquiries etc). Assist line manager in managing feedback process with customers through entire cycle from analysing feedback requests, facilitating investigation process through to finalising resolution and structuring the necessary response. Implement and actively achieve KPls ensuring proactive planning and a consistent hiah-level approach to all duties.
Specific responsibilities include the following:
· Handle station/customer requirement/request professionally ensuring minimum complaints.
· Monitor and evaluate social media queues to ensure that any negative small incident and/or feedback towards the airline is immediately responded to, to avoid any damage and/or negative impact to organization.
· Responsible for processing and responding to customer feedback via various communication channels.
· Engaged with customers by replying to social media posts. Fully responds to questions, comments and related opportunities with speed and judgment.
· On daily basis, identify issues, patterns and trends in customers’ comments and inquiries and funnel information to the appropriate departments for adequate remedial solution.
· Communicate and coordinate with minimal dependency on other cross functional units in order to reduce customer claims/complaints in order to have positive impact on sociamedia.Inaddition, thedisruption -handling will be consistent.
· Perform cross functional duties including ticketing, customer calling and social media activities as and when operationally required
· Perform following duties as and when operationally required:
· Represent NDU during conference calls with station, REGIONAL Management and IOCGS for disrupted flights.
· Coordinate and delegate disruption handling tasks to relevant team members.
· Conduct daily shift briefings with team
· Compile and publish Handover Report Summary at the end of each shift
· Work closely with the Network Disruption Support Manager and Hub Resource Planning to manage daily sick/emergency leave coverage on the roster to ensure 24/7 operational coverage.
· Manage and monitor staff break Times and ensure staff are at their workstations at least 90% of them shift as per QR policy
· Communicate with disrupted customers, re-route and transfer customer to one flight to another in ALTEA system (CM to CM transfer). Ensure customers misconnected are re-routed or protected on next available flight as per disposal received from the commercial team
· Handle disrupted customer questions, complaints and inquiries with highest degree of courtesy and professionalism, resolve customer issues by providing solutions and/or alternatives with first call resolution.
· Advise changes to disrupted passengers in flight itinerary, cancellations or new confirm flight reservations.
· Ensure constant communication are delivered to internal NDS team for smooth operations.
· Provide input and recommendations to the Management to improve effectiveness of operational disruptions, customer service enhancement.
· Seek methods and develop mechanisms to improve the handling operational disruptions
· Perform other department duties related to his/her position as directed by the Line Manager and/or Head of the Department.
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
QualificationsWithout a Degree:
High School Qualification / Vocational Qualification /Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 3 years of job-related experience
OR
With a Degree:
Bachelor’s Degree or Equivalent with Minimum 2 years of job-related experience
OR
Qatari Nationals:
• Not applicable
Essential
• Professional work experience in a customer service position. Preferred
• Completed Amadeus Reservation, Tariff courses.
• Airline experience preferably in a front-line customer servicing related role
• Airline reservation system experience.
About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.
So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.
How to Apply
Please see below for all eligibility and requirements for internal applications.
Please note that any applications not meeting the criteria will not be processed.
· Employees must have completed a minimum 10 months in their current role to be eligible to apply for an internal move.
· Employees can only have three active applications at any one time.
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