Qatar airways careers at Customer Relation Officer (apply now)

  Customer Relation Officer

responsibilities for the role includes:

• Liaison person with local authorities such as Civil Aviation & Administration China, Airport Authority, Bureau of Consumer Affairs & other consumer related organization/set-up.
• Investigate and analyse all customers’ complaints from all communication channels available.
• Update the outcome of investigations of customer complaints to local authority system.
• Respond to customers in a timely manner according to local Legislation. Responds to complaints and requests for information and assistance, interpret and explain procedures and policies.
• Utilize and communicate management information and performance data, to ensure delivery of an effective operation and maximize customer retention.
• Manage a comprehensive database of customer feedback and generates reports.
• Recommend level of compensation (monetary, vouchers, miles) for service recovery and settlement of complaints according to QR’s internal policies and procedures. 
• Regularly interact with Airport Stations in China, HQ Legal Department and Customer Relations Team at Head Office in order to explain cases and seek inputs on how to solve issues. 
• Lead the discussion with local attorneys to handle customer related legal cases in order to address and resolve the complaint cases. 
• Represents QR when required on hearings at Court. 
• Liaise with functional departments at Head Office and Outstations to gather information and carry out background investigations with regards to customer feedback and complaints.
• Negotiate case resolutions with customers and mediate where appropriate to ensure a mutually acceptable outcome and to ensure retention of the customer.
• Investigate, analyse and independently respond to customer feedback in a timely manner in line with the Departments SLA’s.
• Ensure all responses and resolutions are based on fact, well-reasoned and legally sound to ensure that there are no risk implications which may result in legal actions against the Company.
• Work with various internal departments and assist in the negotiation of case resolutions with customers and mediate where appropriate to ensure a mutually acceptable outcome and to ensure retention of the customer.

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