About The Role

Responsible for a timely response to incidents or inquiries related to customer handling and / or experience at Hamad International Airport. Responsible for detailed investigation to be carried out and documented after ascertaining actual facts. Liaison with different departments at HUB, QR GS and Subsidiaries if and when required. All investigations to be carried out through a root cause analysis, ensuring high quality and timely resolution of investigations to reduce impact on any future occurrences.

Key Accountabilities Include

• Manage customers’ inquiries and investigation of customer complaints within QR network, identify area of improvements to ensure customer satisfaction.
• Practice discretion and confidentiality in all communications / correspondence in compliance with data privacy laws (GDPR compliance).
• Liaise with Qatar Airways’ various departments as required by the line manager. Liaise with QR GS and Subsidiaries when required for investigation purpose.
• Prioritize and furnish detailed reports for all GCEO cases
• Collate facts of the case by researching all required information, complete a report of findings from the results of the investigation based on accurate information in line with standard policies and procedures and submit reports to the line manager and / or respond to relevant departments.
• Evaluate available information using a root cause analysis, duly considering urgency and severity of the situation. Review CCTV footage to establish investigation facts and provide information to related stakeholders.
• Ensure that final report identifies any area of development for staff and/or process change to be incorporated in documented procedures.

Qualifications

The successful candidate will have the following qualifications and skills:

• Relevant Vocational, Tertiary or Trade qualification
• Minimum 4 years of relevant experience
• Excellent communication skills with fluency in English language.
• Good knowledge of MS Office.
• Reporting skills