Senior eCommerce Service Polices Officer

Job description / Role

Senior eCommerce Service Polices Officer - Qatar Airways - Doha

The Senior E-commerce Service Policies Officer is responsible for maintaining policies and procedures for E-Commerce services in the Head Office and across the network. This is to ensure consistent 5-star customer experience for Qatar Airways' E-commerce Operations.

In this role, you will closely follow operational performance and liaise with other departments in Head Office and Field in order to identify gaps, opportunities and changes in the distribution process. You will also maintain related E-Commerce policies to improve service standards, efficiency and performance.

Specific accountabilities includes:
- Ensures compliance to processes and policies to enable efficient handling of E-commerce related complaints and issues
- Participates in E-Commerce application and product development, documentation and execution of workflow, policy and process changes to ensure smooth delivery of new functionalities
- Analyses E-Commerce fulfilment and delivery processes with internal stakeholders in order to improve handling times, implement automation and optimise resource requirements
- Analyses the service performance of web applications
- Assists in developing policies to facilitate successful channel shift and drive sales and conversion through effective service support and recovery
- Maintains processes and policies to allow support teams to cross-sell ancillary services to customers with an online booking
- Enables customer service teams to facilitate effective, online fulfilment of failed transactions and unfinished bookings
- Analyses customer service issues and trends, identify gaps and opportunities in QR policies and procedures to improve e-commerce overall performance and revenue materialisation

Requirements

You must have a Bachelor’s degree or equivalent with a minimum of 5 years of job-related experience. You must have customer service experience in team leadership roles in the aviation industry. You must have good knowledge of airline reservation and ticketing systems. You must have insights into online transactional issues and understanding of online bookings, payments and website errors.

You must be client focused and have good business acumen. You must have proven track record of leading major change and able to work independently without supervision. You must be able to work under pressure and able to adapt to a multi-cultural working environment. You need to have strong influencing and negotiation skills as well as ability to manage relationships across all levels within the organisation. Excellent communication skills is a key requirement.

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.