Qatar Airways · 4 hours ago

Senior Customer Care Officer

Houston, TX

Full-time

Remote

Mid, Senior Level

4+ years exp

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AerospaceAir Transportation

No H1B

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Responsibilities

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.

Qualification

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Customer care managementCase analysisRegulatory complianceCoaching skillsDelegation skillsMentoring skillsAirline policies knowledge