Customer Care Outstations Officer

1 semana atrás

Guarulhos, São Paulo, Brasil Qatar Airways Tempo inteiro

We are pleased to announce an incredibly exciting opportunity to join our Customer Care Team based in Sao Paulo, Brazil.

As the Customer Care Outstations Officer, you will be responsible for managing Customer Care operations within the assigned region, ensuring the highest standards of service recovery for customers who have experienced service disruptions. You will coordinate feedback, analyze root causes, and recommend solutions to enhance Qatar Airways' service performance.

As a Customer Care Outstations Officer, you will:

• Respond to customers in a timely manner in accordance with local legislation.

• Address complaints and requests for information or assistance, interpreting and explaining relevant procedures and policies.

• Investigate and analyze customer complaints from all communication channels, providing independent, timely responses in line with departmental SLAs.

• Recommend appropriate compensation (monetary, vouchers, Qmiles) for service recovery and complaint resolution, adhering to internal policies.

• Utilize and communicate performance data to support effective operations and maximize customer retention.

• Maintain a comprehensive database of customer feedback and generate analytical reports.

• Collaborate regularly with Airport Stations across the QR network, the Legal Department, and the Head Office Customer Care Team to resolve complex cases.

• Lead discussions with local attorneys to manage customer-related legal matters and resolve corporate cases.

• Represent Qatar Airways in court hearings when required, ensuring responses are factual, well-reasoned, and legally sound to mitigate risk.

• Work cross-functionally with internal departments to negotiate case resolutions and mediate disputes, ensuring customer satisfaction and retention.

• Perform other duties related to the position as directed by the Head of Department.

About You – The successful candidate will have the following qualifications:

• In-depth knowledge of consumer legislation relevant to the assigned country/region.

• Strong commercial acumen and the ability to identify and interpret market trends.

• Analytical skills to assess complex customer cases and determine intent and resolution.

• Excellent interpersonal and communication skills.

• Proven time management and organizational abilities.

• Strong influencing, negotiation, and problem-solving capabilities.

• High attention to detail and ability to work independently with minimal supervision.

Preferred:

• Ability to apply company policy and sound judgment in resolving cases.

• Comfortable managing a high volume of cases and balancing workload and overtime expectations.

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