Description
As a Senior Customer Care Officer at Qatar Airways, based in New York (JFK), you will be responsible for handling escalated customer care matters, liaising with departments at head office and outstations to investigate customer complaints and feedback, and contributing to root cause analysis to develop long-term solutions. You will manage case resolutions, including compensation approvals, and oversee customer satisfaction ratings for your team’s case handling. You will be accountable for ensuring compliance with SLAs and KPIs, and regularly report on customer feedback and case resolutions. Additionally, you will manage compensation budgets and optimize cost resolutions, handling legal and insurance claims as necessary. Collaboration with legal teams and relevant regulatory bodies, such as the US DOT and ENAC, will be essential to ensure compliance with airline regulations. Other responsibilities include assisting with court proceedings and providing insights for monthly reports.
Requirements
To succeed in this role, applicants must have a Bachelor’s degree or equivalent with a minimum of 4 years of job-related experience. Strong organizational and prioritization skills are essential to manage workload and case priorities effectively. A proactive, timely approach to problem resolution and collaboration with internal departments is crucial. Applicants must be comfortable with uncertainty, possess strong problem-solving abilities, and the ability to analyze complex customer cases and apply company policies and judgment in resolution. The role requires managing large case volumes, setting clear directions, and overseeing workflow, with an emphasis on mentoring, coaching, and team development. Familiarity with airline policies and procedures is preferred. Applicants must be legally authorized to work in the United States, with employment verification required at hire. The company does not sponsor work visas.