Customer Experience Officer – Qatar Airways

  • Full Time
  • Doha, Qatar
  • Applications have closed

Qatar Airways

Provides a comprehensive Flight crew welfare support service to Flight Crew in an effective and timely manner, so as to ensure they are provided with an optimal level of support. Forges a professional yet amicable relationship in order to reduce the stress level of newly hired pilots and allow them to focus on completing their training successfully.


  • Organize tours for Flight Crew candidates upon their arrival to Doha in order to showcase prospective candidate’s life in Doha, if/ when required.
  • Liaise with Al Maha Services to facilitate the Immigration process at Hamad International Airport.
  • Conduct regular “skype” and/or conference calls to answer questions from the new flight deck crew.
  • Organize the checklists in regards to transport, taxi services, rent a car, laundry services, hotel/ restaurants, shopping malls, location of QR buildings, color maps indicating main roads/ highways and schools to ensure flight crew is familiarized with the basic requirements to settle down.  Liaise with Facilities in regards to the assigned accommodation ensuring the process is followed.
  • Prepare and deliver “Welcome and starters kits” to new joiners.
  • Liaise with HR and/ or other departments with regards to medical process & fingerprinting for smooth residence permit processing.
  • Assist newly hired pilots in opening their bank accounts and provide them their Allianz medical insurance cards ensuring their induction in the company is at the five-star level.
  • Provide newly hired pilots with their training details/ schedules to ensure they are provided with clear and concise information for future activities related to their duties.
  • Provide appropriate advice, guidance and counseling to flight crew ensuring their concerns are addressed from a psychological perspective e.g. crew is homesick or has any issue outside of work.
  • Liaise with relevant departments to manage crew complaints and welfare needs in an effective and efficient manner.
  • Coordinate all welfare investigations/actions with relevant stakeholders confirming the details are recorded and maintained for future reference.
  • Provide assistance to Flight Crew members by accompanying them to the police station/ public prosecution department in the event of an official or personal legal matter.
  • Communicate and follow up on the wellbeing of Flight Crew members in cases of long term sickness and hospitalization until the crew resumes duty.
  • Liaise with relevant departments to provide assistance in making arrangements for the replacement of lost documents in cases where applicable.
  • Must remain up-to-date with all applicable rules and regulations in relation to Flight Crew issues involving HR and labor law which will enable in providing effective and efficient service.
  • Maintain and update the welfare manual (flight deck crew) for easy reference of the flight crew.
  • Provide practical & effective recommendations to Welfare Management & FD Crew in line with department & HR policies.
  • Update fleet Management and HR on any welfare matters concerning flight deck crew.
  • Managing crew queries on a daily basis and providing practical solutions to any problems that the crew may encounter.
  • Process roster changes, swaps & shifts as requested by Crew ensuring negligible operational impact.
  • Follow requests by investigating and reporting to crew/management.
  • Liaise with Security and facilities for an inventory and crew residence check-in instances of Jump ship.
  • Assist crew in administration processing of their compassionate requirements by liaising with all concerned departments.


  • Relevant College or University qualification to min Bachelor’s level preferred
  • Degree in Human Resources, Sociology or Psychology

Previous Experience:

  • Specialist – a minimum of 5 years of job-related experience required
  • Experience in hospitality, social services field would be an added advantage

Job Specific Skills:

  • Excellent written, oral English communication
  • Valid Qatari driver’s License
  • Ability to coordinate/ communicate/ interact well with other departments
  • Must be able to demonstrate empathy with a multinational team of Flight Crew

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