QR17779 - Customer Relations Officer | Qatar Airways | Beijing

[{{ $ctrl._job.status.name | translate}}] QR17779 - Customer Relations Officer | Qatar Airways | Beijing
Qatar Airways

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Job description

Abour Your Job:

In this role, you will be responsible for the management of Customer Relations within the area of responsibility, delivering the highest level of customer service to customers who have experienced a service failure.  You will coordinate feedback and recommend solutions to underperformance of QR services.

Specific accountabilities include:

  • Investigates and analyses all customer complaints from all communication channels available
  • Responds to customers in a timely manner according to local legislation
  • Utilises and communicates management information and performance data, to ensure delivery of an effective operation and maximise customer retention
  • Manages a comprehensive database of customer feedback and generate reports
  • Recommends level of compensation for service recovery and settlement of complaints according to QRs internal policies and procedures
  • Interactions with Airport Stations in all QR network, Legal Department and Customer Relations Team at Head Office
  • Represents QR when required on hearing at Court

 

In this role, you will be responsible for the management of Customer Relations within the area of responsibility, delivering the highest level of customer service to customers who have experienced a service failure.  You will coordinate feedback and recommend solutions to underperformance of QR services.

Specific accountabilities include:

  • Investigates and analyses all customer complaints from all communication channels available
  • Responds to customers in a timely manner according to local legislation
  • Utilises and communicates management information and performance data, to ensure delivery of an effective operation and maximise customer retention
  • Manages a comprehensive database of customer feedback and generate reports
  • Recommends level of compensation for service recovery and settlement of complaints according to QRs internal policies and procedures
  • Interactions with Airport Stations in all QR network, Legal Department and Customer Relations Team at Head Office
  • Represents QR when required on hearing at Court

 

About You:

To be effective in this role, you will need a Bachelor’s Degree combined with experience in the Travel industry.  You will need to have sound commercial acumen and be able to spot and interpret market trends.  Excellent interpersonal and conflict resolution skills and sound decision making and problem solving skills are required.

You will need to be fluent (written and spoken) in English to perform this role.

 

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

Requirements

See description

Job type
Full-time
Location
Tongzhou Qu, China
Department
Other
Starting in
As soon as possible
Contract duration
Indefinite

Qatar Airways

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