About the Role:
Qatar Airways are pleased to announce an incredibly exciting opportunity to join our team as a Senior Customer Service Agent who will provides consistent Customer Experience and exceptional quality of service to all customers across every touchpoint both online and offline. This role will act as a senior point of contact by identifying issues that need to be appropriately escalated, providing tailored solutions, and supporting service improvements to ensure improved customer loyalty, increased sales, and the overall reputation of QDFC brand image.
Operation:
Act as a role model in customer interactions in line with SLAs protocols by demonstrating effective communication through solution-focused service to maintain trust and a culture of reliability.
Consistently meets and exceeds KPIs through monitoring of internal and external KPIs such as eNPS and NPS to uphold QDF’s 5-star reputation.
Provide the highest level of Customer Service to all customers online and offline, through adherence to standards, empathy and problem-solving to create memorable customer experiences and brand loyalty and provide a critical impact on service delivery.
Escalate cases to line manager after applying escalation techniques – manage and escalate cases appropriately using resolution techniques, sound judgement and teamwork to achieve swift and positive outcomes.
Identify and escalate reoccurring customer concerns and complaints through accurate logging, analysis and feedback sharing to drive continuous improvement and stronger processes.
About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellent results across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down because of failure. Instead, we dare to achieve what’s never been done before. So, whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries and be part of a truly global community.