As a system support officer, you will be responsible for assignments/re-assignments of cases that includes GCEO, Executive Management escalations, Social Media, Skytrax posts in a timely manner, also responsible for mediating between various claiming agencies, conducting MS Dynamics checks and procedural training for new joiners in Head Office and Outstation.
Responsibilities
Prioritizing of assignments and registration of Social Media posts including escalations for higher management. Ensuring the cases are actioned in a timely manner
Mediating between claiming agencies for pending Customer Care claims, Evaluating and communicating with Customer Care Team and Claim Agency (eg. Aihelp, Yource B.V; Flightright) for pending claims / compensation details to avoid delays in case handling payment, create and share tailored information templates for system integration with the stakeholders
Raising new and enhancement requests through User Story (Case Management Technical Fault reporting) to ensure smooth system performance.
Conducting MS Dynamics and procedural training for new joiners in Head Office and Outstation, Updating the team on any changes/new procedures pertaining to case management and MS Dynamics
Assist in data testing, monitor progress, report lapses for management review - identifying technical (Bugs) errors in MS Dynamics, and escalate to IT Department.
Updating and maintaining a record for GCEO-Weekly and Case Brief Reports
Perform other department duties related to Customer Care, which includes handling customer feedback. and provide necessary support in ensuring customer feedback is resolved in a timely manner.
Perform other department duties related to his/her position as directed by the Head of the Department.
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.
Together, everything is possible.
Qualifications
About you
Bachelor’s degree or equivalent with minimum 3 years of job-related experience
Excellent English verbal and written communication skills
Excellent computer skills
Proven ability to work under pressure
Ability to work with minimal instructions
About Qatar Airways Group
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
How To Apply
If you are interested to submit your application and feel you are a good fit for this role, please complete our application form and upload your CV for our review and consideration.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
General Business
Industries
Aviation and Aerospace Component Manufacturing, Freight and Package Transportation, and Airlines and Aviation
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