Customer Care Briefing Coordinator

Company: Full Time Qatar Airways
  • Location: Doha, Qatar View on Map
  • Date Posted: January 1, 2023
  • Salary: Negotiable
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About the job

As Customer Care Briefing Coordinator, you will be responsible for the registration of cases in the Customer Care database for GCEO and higher management memo preparation. Helps in preparing memos, updates and reports required by higher management. You will monitor and track the investigation process and completion of the investigation report throughout the entire cycle. As well as you will undertake additional tasks as directed by the Line Manager in order to support briefing initiatives and requirements.

You will be responsible to ensure the consistent delivery of customer service within the unit and ensure adherence to the industry-leading service levels.

Accountabilities

  • Perform duties that support the requirements of the unit in maintaining a smooth recording and tracking process of all GCEO/COCE memo / reports. You will ensure that all cases requiring a report is registered in the unit’s database for proper tracking
  • Provide business documentation support which includes report writing
  • Responsible in compiling a file of all released memos as well as all approved/signed memos received from GCEO/COCE office and ensure that all files are complete, properly maintained, and updated
  • Analyze and study reports generated from concerned departments internally to establish whether it is sufficient to generate and finalize the memo
  • Communicate externally and internally using simple terminologies, verbal and written communication should involve a high level of professionalism and positive vocabulary
  • Apply knowledge and understanding of mandated aviation industry regulations and legal requirements in the complaints management and resolution processes to validate the actions taken necessary in writing the report
  • Coordinate work environment within the department to ensure effective workflow
  • Work within Customer Care SLA and meet the deadlines

Qualifications

  • Bachelor’s Degree or equivalent with 03 years of minimum job-related experience
  • Excellent communication skills
  • Customer Relations related field experience
  • Commercial and service delivery skills
  • Frontline customer service experience in an airline or hospitality industry
  • Ability to analyze complex cases as presented by a customer and to determine the actual customer request and intent
  • Comfortable working with a large case volume and managing self and team’s expectations with regard to workload and overtime requirements
  • Knowledge of Amadeus is preferred

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