As Member Services Officer, you will be responsible to manage QR network’s response/actions to member feedback related to Privilege Club issues and complaints.
You will ensure that customer feedback, complaints, issues etc., are objectively investigated, analyzed and responded to as per the member servicing SLA in order to retain customer loyalty and ensure that Qatar Airways and Privilege Club continues to be a customer focused program.
Accountabilities:
- Check and analyze feedback on a regular basis through checking issues/complaints and assist with taking corrective measures to Line Manager to overcome service shortfalls.
- Conduct a quarterly training session for Contact Centre team on Loyalty system (QLAS)
- Ensure that the standard operating procedure manual for Loyalty System (QLAS) is updated quarterly and shared with the relevant teams for adherence.
- Assist all Privilege Club members touch points, with their day-to-day queries / issues related to Loyalty system (QLAS) and if required escalate the issues to the relevant departments for further process.
- Act as a link between different departments of Qatar Airways & Privilege Club to ensure adherence to all policies & procedures, training & skills are implemented & adhered to.
- Quarterly review and update of the internal Member servicing policies and escalation matrix for Loyalty operations team to follow.
- Periodic review of email template used for member communication and ensure upload in the Loyalty system.
- Train all Qatar Airways network wide staff on Loyalty system (QLAS) as and when required.
- Evaluate and recommend suitable solution for any Loyalty related escalation received from GCEO office, Customer Care or QR Senior Management.
- Ensure Member complaints are acknowledged within 24 Hrs of receipt and close the issue as per the agreed Loyalty Operations member servicing SLA.
- Guide the QR Global Contact Centre team on the day-to-day issues, processes, and complicated member feedback / queries.
- Support Senior Member Services Officer to ensure new program policies are implemented and communicated to QR staff.
- Handle all complicated emails, which QR Global Contact Centre teams refer to Doha Privilege Club – Loyalty Operations team to resolve customer issue.
- Train all new contact center staff; undertake Privilege Club refresher trainings on processes and policies to ensure compliance.
- To be the SME on all Privilege Club processes, Terms and Conditions & Program rules.
- Direct daily activities; train, develop and discipline staff to ensure a high standard of service delivery.
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