Customer Care Outstations Coordinator

Customer Care Outstations Coordinator

Posted today

Location
:
Qatar – Doha

Job family
:
Customer Service

About the role
:
As a Customer Care Outstations Coordinator, you will manage the customer feedback process from analysis of feedback requests, through investigation, to resolution and response. You will ensure compliance with aviation regulations, maintain discretion, and meet service level agreements.

Responsibilities
:

• Investigate, analyze, and independently respond to customer feedback received from various sources.
• Study internal department reports to establish complaint reasons and propose compensation levels.
• Communicate with customers using clear verbal and written language, demonstrating empathy.
• Apply knowledge of aviation industry regulations and legal requirements in complaints management.
• Coordinate workflow within the department to ensure effective operation.
• Adhere to Customer Care SLAs to meet deadlines.
• Perform other duties as directed by the Head of the Department.

Qualifications
:

• High School Diploma or Equivalent with Minimum 3 years of job-related experience OR Bachelor's Degree with Minimum 2 years of job-related experience.
• Customer-facing experience in an airline or hospitality company.
• Excellent command of English language—both verbal and written.
• Ability to analyze complex cases and determine actual customer requests and intent.
• Ability to apply company policy and exercise judgment for case resolutions.
• Comfortable handling a large volume of cases and managing workload expectations.

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