About the role

Responsible for a timely response to incidents or inquiries related to customer handling and / or experience at Hamad International Airport. Responsible for detailed investigation to be carried out and documented after ascertaining actual facts. Liaison with different departments at HUB, QR GS and Subsidiaries if and when required. All investigations to be carried out through a root cause analysis, ensuring high quality and timely resolution of investigations to reduce impact on any future occurrences.

Key accountabilities include:

·         Manage customers' inquiries and investigation of customer complaints within QR network, identify area of improvements to ensure customer satisfaction.

·         Practice discretion and confidentiality in all communications / correspondence in compliance with data privacy laws (GDPR compliance).

·         Liaise with Qatar Airways' various departments as required by the line manager. Liaise with QR GS and Subsidiaries when required for investigation purpose.

·         Prioritize and furnish detailed reports for all GCEO cases

·         Collate facts of the case by researching all required information, complete a report of findings from the results of the investigation based on accurate information in line with standard policies and procedures and submit reports to the line manager and / or respond to relevant departments.

·         Evaluate available information using a root cause analysis, duly considering urgency and severity of the situation. Review CCTV footage to establish investigation facts and provide information to related stakeholders.

·         Ensure that final report identifies any area of development for staff and/or process change to be incorporated in documented procedures.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge.

Join us as we dare to achieve what’s never been done before.

Qualifications

The successful candidate will have the following qualifications and skills:

·         Relevant Vocational, Tertiary or Trade qualification

·         Minimum 4 years of relevant experience

·         Excellent communication skills with fluency in English language.

·         Good knowledge of MS Office. 

·         Reporting skills

Application Guidelines

Employees must submit applications through internal vacancies portal (via GEMS) only.

Please see below for all eligibility and requirements for internal applications and please note that any applications not meeting the criteria will not be processed.

·         All internal candidates can only have three active applications at any point in time. 

·         All internal candidates must have completed a minimum 10 months in their current role in order to apply for a new role 

·         All internal candidates with an active final warning letter will be automatically disqualified from the recruitment process 

If you are a Deck Crew (Qatar Airways & Qatar Executive) or Qatar Executive Cabin Crew candidate, you would require a NOC to apply for this role.