We are pleased to announce this incredibly exciting opportunity to be part of Qatar Airways, Customer Care team as a Senior Customer Care Officer. This role is Houston home-based and can be located at any one of our outstations within the United States.
The role focuses on managing and resolving customer care feedback and complaints, ensuring high standards of response, and overseeing compensation proposals. The role holder will drive continuous improvements by analyzing service failures and identifying recurring issues. They will also ensure compliance with customer care regulations from the US Department of Transportation (US DOT), Canadian Transportation Agency (CTA), and Brazil Civil Aviation (ENAC) regulatory directives.
As a Senior Customer Care Officer, you will be responsible for the below:
- Act as a point of escalation for the team on all customer care-related matters.
- Liaise with responsible departments at head office and outstations to gather information and carry out background investigations with regards to customer feedback and complaints.
- Evaluate reports generated from owning departments to contribute to root cause analysis and to assist in formulating permanent resolutions to those service shortfalls.
- Required to work to an SLA with qualitative and quantitative KPI’s for customer feedback case management. Ensure progress action as appropriate to meet SLA’s.
- Ensure regular reporting requirements and escalation processes as part of the customer care team.
- Be a final approver for case resolutions, including compensations, and sign off case investigations for GCEO/CCO cases.
- Manage inputs to the customer feedback database and to the monthly Customer Care Report.
- Responsible for the customer satisfaction rating of own and directly manage the team's case handling. Proactively identify management trends of customer complaints and root causes.
- Shared responsibility to ensure overall customer satisfaction ratings with Qatar Airways’ Customer Care are being met.
Negotiate case resolutions with customers and mediate where appropriate.
Continuously update self and team with the latest regulations with regards to airline/industry claims and compensations. Apply and interpret company policies. - Ensure all responses and resolutions are based on fact, well-reasoned, and would hold “up in court” as factual evidence.
- Manage compensations (monetary, vouchers, miles) according to QR policy and within guidelines of decision-making. Shared accountability to achieve overall compensation budget KPI's. Continuously seek ways to optimize compensation and cost resolutions.
- Receive and acknowledge claims related to our court cases, lawyer claims, subpoenas, and insurance-related claims.
Investigate and refer legal, insurance, and court cases as well as case subpoenas to Group Legal and/or Corporate Insurance to the team for their handling in court, performing of court proceedings, and responding to legal requests/subpoenas or lawyers. - Provide assistance to the Group Legal/Corporate Insurance team in understanding and clarifying the case investigation findings.
- Communicate with the passengers where required in order to execute legal or court orders, especially in settlement of compensation.
- Liaise with US DOT, TA, and ENAC (Brazil) to understand their regulations or any updates/changes and ensure Customer Care department’s compliance. Oversee and analyze US DOT/CTA claims received.
- Facilitate and file monthly reports for the US/Canada Department . of Transportation.
- Perform other department duties to their position as directed by the Head of Department.
Qualifications, Experience, and Skills:
- Bachelors or equivalent with a minimum of 4 years of job-related experience.
- Strong organization and prioritization competencies to manage workload against case priorities.
- Highly proactive, timely approach to problem resolution, including progress action with internal departments.
- Willingness to experiment.
- Ability to deal with uncertainty.
- Problem-solving skills.
- Ability to analyze complex cases as presented by a customer and determine actual customer requests and intent.
- Ability to apply company policy as well as own judgment for case resolutions.
- Comfortable in working with large case volumes and to manage their own and the team's expectations with regard to workload and overtime requirements.
- Managerial skills: ability to delegate work, set clear direction, and manage workflow.
- Strong mentoring and coaching skills. Ability to train and develop subordinates’ skills and foster teamwork among team members.
- Preferred: conversant in airline policies and procedures.
The applicant must be legally authorized to work in the United States. Verification of employment will be required at the time of hire. The company will not sponsor applicants for work visas.