Guest Service Specialist

Job description / Role

Guest Service Specialist - Qatar Duty Free - Doha

As a Guest Service Specialist you will be responsible for overseeing the customer service department and ensuring Qatar Duty Free ( QDF) delivers the highest level of customer service possible. You will supervisor, coach and mentor your staff.

You will control and administer the company’s customer feedback in order to ensure that feedback is objectively investigated, analyzed and responded to, to secure goodwill of the customer and maintain image of QDF as a customer driven organization.

Analyze collective feedback on a daily basis and recommend ways and means of overcoming service shortfalls.

You will be responsible to carefully study reports generated from concerned departments internally to establish root cause and measures to avoid recurrence and take full ownership of customers' problems and ensure complete customer satisfaction of problem resolution. Manage a comprehensive database of every customer’s feedback and generate a monthly report along with statistics.

You will direct subordinates in their day to day work and allocate specific job tasks and coordinate work movement within the department structure to ensure effective workflow. Proactively seek to identify customer needs and propose solutions or means for these needs and manage customer arrivals to maximize relationship building opportunities.

Requirements

You will have a bachelors degree with minimum 5 years of job-related experience required. Prior experience in retail would be an asset. You must have excellent communication skills in English and Arabic language (advantage) and must be able to handle multiple responsibilities /work interruptions and meet deadlines.

You must have the ability to maintain strict confidentiality of records information and have the ability to work independently within minimum supervision.

About the Company

Qatar Airways is proud to be one of the youngest global airlines to serve all six continents, and thanks to our customers’ response to our offerings, we are also the world’s fastest-growing airline. We connect more than 150 destinations on the map every day, with a fleet of the latest-generation aircraft, and an unrivalled level of service from our home and hub, the Five-star airport, Hamad International Airport in Doha, the State of Qatar.

Travel today involves a mix of short, medium and long-haul segments, with more people travelling than ever before. With the breadth of network coverage today, virtually no destination is unreachable. This is why the commitment to service is paramount; as our guests are travelling farther and more frequently than ever before, the experience on board is an important part of the journey itself.

Since our launch in 1997, Qatar Airways has earned many awards and accolades, becoming one of an elite group of airlines worldwide to have earned a 5-star rating by Skytrax. Voted Airline of the Year by Skytrax in 2011, 2012, 2015 and most recently in 2017, Qatar Airways has won the confidence of the travelling public. We have accomplished these goals by focusing on the details – how we run the business, and how you experience our airline.