About the role

Qatar Airways are excited to be launching a new opportunity to join our Customer Engagement & Loyalty Team as a Loyalty Operations Coordinator.

As a Loyalty Operations Coordinator, you will support all operational activities related to fulfilment of membership packs and to offer Loyalty operational support to all QR Privilege Club member touch points (Contact Centers, Ground Services, ATO’s, CTO’s and Loyalty business related to Privilege Club products) while ensuring high standards of customer service are implemented. This position will also maintain quality control standards for all operational tasks.

As part of your responsibilities, you will also:

• Support the Loyalty Operations & Experience Specialist and Loyalty Operations team by receiving the membership packs from external vendors and processing/ distributing these packs via Q-Post and OCS to ensure delivery of the packs as per the set SLA
• Coordinate with external vendors for the fulfilment of membership packs or/ and any other changes related to these packs if required by the business
• Maintain accurate count of the membership packs sent to Q-post for monthly billing.
• Support the Loyalty Operations & Experience Specialist and Loyalty Operations team in replenishing/ reorganizing stocks of membership packs in a timely manner or upon requirement.
• Print membership packs in office for ad-hoc requests received from senior management.
• Respond to all Privilege Club operational queries and resolve complaints received from members and different stakeholders as pertains to Loyalty Products within set SLA.
• Perform a root cause analysis for all escalations and share findings and recommendations with the Loyalty Operations and Experience Specialist for corrective action and product enhancements to ensure member satisfaction.
• Maintain root cause analysis file with all errors identified while resolving cases and prepare reports for management review.
• Recommend enhancements of QLAS & MSD Systems to improve functionality with an end goal to reduce AHT of member queries/cases; ensuring a seamless experience for members.
• Assist Loyalty Operations & Experience Specialist in conducting regular quality control checks for operational tasks done by QR member touch points (Contact Centers, Ground Services, ATO’s & CTO’s) and ensure adequate logs are maintained for audit purposes.

About You

A successful candidate should possess the following experience and qualifications:

• High School Qualification / Diploma or Equivalent with Minimum 3 years of job-related experience OR Bachelor’s Degree or Equivalent with Minimum 2 years of job-related experience
• Good communication and problem-solving skills.
• Proficiency in Office applications.
• Knowledge of reservation systems.
• Preferred qualifications
• Degree in Travel, Tourism or related field.
• 2 to 3 years of customer service experience.
• Proficiency in other languages apart from Arabic and English.

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.

Application Guidelines

If you are interested in submitting your application and feel that you are a good fit for this role, please fill in our application form and upload your CV for our review and consideration.

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.

https://aa115.taleo.net/careersection/QAExternalCS/jobapply.ftl?langen&job223056