Member Service Officer

Member Service Officer

Posted today

Location:

Qatar - Doha

Job family:
Corporate & Commercial

Closing date: 27-Nov-2025

• 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, escalated to relevant departments for further processing.
• 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 centre 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.

Be part of an extraordinary story. Your skills, imagination and ambition can make an impact. We offer infinite opportunities to grow, work on the biggest challenges and build your future within an international community. Join us as we dare to achieve what has never been done before. Together, everything is possible.

• Bachelor's Degree or Equivalent
• Minimum 4 years of job‑related experience
• Experience handling direct member queries or customer issues & complaints
• Customer service or customer contact experience
• Fluency in English (Handling escalated calls and Emails)
• Strong customer handling, training and email writing skills
• Ability to foster teamwork among team members

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