Current Opportunities

QR16791 - Customer Care Coordinator | Qatar Airways | Wroclaw

Organisation: Qatar Airways
Job Function: Customer Contact Centre
Division: Customer Contact Centre
Employment Type: Full Time - Permanent
City: Europe | Poland | Wrocław
Last date of application: 25-Feb-2018

Qatar Airways

Welcome to a world where ambitions fly high

From experienced pilots to dynamic professionals embarking on new careers, Qatar Airways is searching for talented individuals to join our award-winning team.

We take pride in our people—a dynamic and culturally diverse workforce is essential to why we are one of the finest and fastest growing airlines in the world.

We offer competitive compensation and benefit packages.

About Your Job:

The Customer Care Coordinator is part of the Customer Care team within the Contact Centre organisation whose main responsibility is to assist in the management of customer feedback. The position reports functionally to the Customer Care Officer.

This position will assist in managing the feedback process with customers through the entire cycle from analysing the feedback request, facilitating the investigation process through finalising the resolution & necessary response and structuring compensation proposals . In this role, you will finalise the response to the customer complaints and propose compensations for approval of the team leader where necessary. You will play an important role in the continuous improvement initiatives for the airline by providing insights into causes of service failures and pro-actively highlighting recurring issues.

Specific responsibilities of this role include processing and responding to customer feedback via various communication channels and liaising with functional departments at Head Office and Outstations to gather information and carry out background investigations with regards to customer feedback and complaints. It requires application of knowledge and understanding of mandated aviation industry regulations and legal requirements in the complaints management and resolution process.



About You:

Candidates must have completed trade or vocational qualification, be fluent in spoken and written English, with a minimum of 3 year experience in front-line customer service roles, preferably in the travel/airline industry, and in a customer contact environment.

Candidates must have strong people and team-working skills and able to work with a large case volume. This is important to be able to manage self and team's expectation with regards to workload and overtime requirements. We seek individuals who have a strong customer service ethic, empathy with a diverse and challenging set of customer requirements and a belief that service recovery and customer retention are essential to the success of the business. Resilience and an ability to work under pressure to exacting service level targets are essential attributes in this role.

You must have eligibility to live and work in Poland.


Note: you will be required to attach the following:
1. Resume / CV

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