Manager Customer Care & Service Recovery
Doha, Qatar
Job Description
As Manager Customer Care & Service Recovery, you will be responsible to enhance Qatar Airways' 5-star proposition through the delivery of a positive and personal Customer Care experience. Leading the Customer Care team in the processing of customer feedback, and ensuring that issues are resolved in a way which enhances customer loyalty, directly increases customer retention and meets customer and corporate SLAs. You will ensure sharing feedback with all relevant stakeholders to raise awareness of customers' feedback and to encourage continuous improvement initiatives in order to eliminate/reduce negative customer feedback. In conjunction with Senior Manager Customer Care, leads and implements the delivery of the Service Recovery blueprint across customer contact points. Accountabilities:
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.
- Accountable for the execution of cost-effective, revenue-protection customer complaint solutions and service recovery actions.
- Leads and manages the Customer Care and Service Recovery teams to ensure that departmental KPIs e.g. customer response turn-round, finance controls, compliance etc., are met and exceeded.
- Manages and coaches the Customer Care and Service Recovery team to consistently meet and exceed quality standards in all correspondence media with customers. E.g. letter, email, voice, face-to-face.
- Energizes and motivates the Customer Care team to be high achievers.
- Act as the management point of contact for all executive escalations and be available to meet and resolve issues for premium customers in person.
- Performs other department duties related to his/her position as directed by Senior Manager Customer Care.
- Discretion relating to the customer experience is paramount for the image and welfare of both the company and the customer.
- Fulfils regular reporting requirements and escalation of processes as part of the Customer Care team, responsible for identifying to management where clear trends are emerging.
- Contributes and shares cross-functional activity in the department according to caseload volume demands.
- Ensures service recovery report is shared with service delivery units for feedback and follow-up process (quality and analysis).
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.
Qualifications
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 If you are interested to submit your application and feel you are a good fit for this role, please complete our application form and upload your CV for our review and consideration.
- Bachelor’s Degree or Equivalent
- Minimum 8 years of relevant experience within Airlines/Travel Industry
- Conversant in Airline Policies and procedures
- Have worked directly with customers
- Proactive approach to problem resolution, including progress action with internal departments
- Critical thinking and problem solving
- Expert knowledge of the major aviation regulations (EC261, MC99)
- Strong organizational and prioritization competencies
- Managerial skills - Ability to delegate work, set clear direction and manage workflow
- Strong mentoring and coaching skills
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 If you are interested to submit your application and feel you are a good fit for this role, please complete our application form and upload your CV for our review and consideration.
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Job Detail
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Job IdJD1425024
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDoha, Qatar
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EducationNot mentioned