Officer VIP & Care

About the Role

We are currently recruiting for Officer VIP & Premium Care, within Ground Services - QR Corporate Customer Care in Doha. In this role, you will be responsible for managing and resolving feedback from VIP and Premium customers to ensure exceptional service and satisfaction. This includes handling all Customer Care issues for First, Business, Platinum, and Gold passengers, analyzing feedback, leading investigations, determining appropriate resolutions, and preparing compensation proposals for management approval.

The role ensures that every case is managed efficiently, professionally, and in line with company standards.

• Responsible for processing and responding to customer feedback mainly VIP and Premium customers via various communication channels.
• Liaise with functional departments at Head Office and Outstations to gather information and carry out background investigations about customer feedback and complaints to ensure resolution.
• Prepare and seek approvals on final responses before submitting it to the customers on feedback resolutions using appropriate templates.
• Apply knowledge and understanding of mandated aviation industry regulations and legal requirements in the complaints management resolution process to ensure compliance.
• Work as per SLA with qualitative and quantitative KPIs for customer feedback case management to ensure cases are properly analyzed, categorized and closed.
• Proactively identify to management trends of customer complaints and root causes to ensure timely corrective measures are taken.
• Act as a final approver for case resolutions that do not include compensations.
• Contribute to the case investigations for GCEO/CCO cases as and when required.
• Provide subject matter expertise to other departments about customer feedback management.
• Play an important role in the continuous improvement initiatives for the company by highlighting recurring causes of service failures and participate in ongoing forums to optimize the Customer Experience.

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.

Bachelor’s degree with at least 3 years of relevant experience, or a diploma with a minimum of 4 years of related experience. Travel industry experience is essential for this role.

• Proven ability to work under pressure.
• Excellent Communication Skills (verbal and written English).
• Excellent MS Office Skills.

• Ability to work with minimal instructions.

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before. So, whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story.

A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.