Qatar Airways Jobs

Job Description: Customer Experience Manager

Location: HIMMATPURI, Delhi

Company Overview: Qatar Airways is a leading international airline, renowned for its exceptional customer service and commitment to excellence. We are currently seeking a dedicated and passionate Customer Experience Manager to join our team in HIMMATPURI, Delhi. As a Customer Experience Manager, you will play a pivotal role in ensuring that our passengers have a memorable and delightful travel experience.

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Responsibilities:

1. Passenger Engagement: Interact with passengers throughout their journey, ensuring their needs are met and providing personalized assistance. Welcome passengers, assist with check-in procedures, and address any queries or concerns. Handle passenger feedback and complaints in a professional and empathetic manner, striving for swift resolution and customer satisfaction.
2. Service Excellence: Set high service standards and ensure they are consistently delivered by the entire customer service team. Train and develop staff to provide exceptional service and maintain a warm and friendly atmosphere. Monitor service quality through regular audits and customer feedback analysis. Implement improvement initiatives to enhance the overall passenger experience.
3. Team Management: Lead and motivate the customer service team, fostering a positive and collaborative work environment. Conduct regular performance evaluations and provide coaching and support to team members. Delegate responsibilities and ensure adequate staffing levels to meet operational requirements. Foster a culture of teamwork, excellence, and continuous improvement.

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Skills and Qualifications:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Proven experience in a customer service or hospitality role, with a focus on delivering exceptional customer experiences.
• Excellent interpersonal and communication skills, with the ability to engage and connect with people from diverse backgrounds.
• Strong leadership and team management abilities, with a track record of motivating and developing a high-performing team.
• Problem-solving and decision-making skills, with the ability to handle challenging situations effectively.
• Ability to remain calm and composed under pressure.
• Strong organizational and multitasking skills, with attention to detail.
• Proficiency in English, both written and verbal. Knowledge of additional languages will be an advantage.