We are pleased to announce an incredibly exciting opportunity to join our Customer Care Team based in Sao Paolo, Brazil.
As the Customer Care Outstations Officer, you will be responsible for the management of Customer Care in the assigned region, delivering the highest level of customer service to customers who have experienced a service failure. Coordinates feedback and recommends solutions to underperformance of Qatar Airways services.
Responsible for the management of Customer Care in the assigned region/country, delivering delivering the highest level of customer service to customers who have experienced a service failure. Coordinates feedback and recommends solutions to underperformance of QR's services.
- 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.
- Investigate and analyze all customers' complaints from all communication channels available and independently respond to customer feedback in a timely manner in line with the Departments SLAs.
- Recommend level of compensation (monetary, vouchers, Qmiles) for service recovery and settlement of complaints according to QR's internal policies and procedures.
- 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.
- Regularly interact with Airport Stations in all QR network, Legal Department and Customer Care Team at Head Office in order to explain cases and seeks inputs on how to solve issues.
- Lead the discussion with local attorneys to handle customer related legal cases in order to address and resolve corporate cases.
- Represents QR when required on hearings at Court and 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.
- Liaise with functional departments at Head Office to gather information and carry out background investigations with regards to customer feedback and complaints.
- 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, ensure retention of the customer.
- Perform other department duties related to his/her position as directed by the Head of the Department.
Qualifications
- Familiar with Consumer Legislation of the assigned country/region.
- Commercial acumen; able to spot and interpret market trends.
- Command of English language.
- Ability to analyze complex cases as presented by a customer and to determine the actual customer request and intent.
- Interpersonal skills.
- Proven time management skills.
- Excellents written and verbal communication skills.
- Strong influencing and negotiation skills.
- Strong decision making and problem solving skills.
- Detail oriented.
- Organizing skills.
- Able to work under minimum supervision.
Preferred
- Comfortable working with a large case volume and to manage self and team's expectations with regards to workload and overtime requirements.
Must have minimum 3-year airline background, strong written and verbal communication (Portuguese/English) and analytical skills