Customer Care Outstations Coordinator Airways

Position Overview

Qatar Airways is looking for a Customer Care Outstations Coordinator to manage and resolve customer feedback cases efficiently and professionally. The role is responsible for coordinating investigations, analyzing reports, and ensuring timely and empathetic responses that uphold the airline's service standards and brand image. The position plays a key role in enhancing customer satisfaction through effective communication, problem resolution, and cross-departmental collaboration.

• Country:
  Qatar
• City:
  Doha
• Industry: Airlines-Aviation
• Function:
  Customer Support
• Salary:  monthly (Market estimated)
• Gender: Any
• Candidate Nationality:
  Any
• Job Type: Full-time

• Investigate and analyze customer feedback received from various channels, ensuring accurate resolution in line with company standards.
• Liaise with internal departments to collect facts and verify information for complaint resolution.
• Draft clear, empathetic, and professional responses to customers, ensuring alignment with Qatar Airways' communication standards.
• Assess and recommend compensation levels based on investigation findings and company guidelines.
• Maintain confidentiality and discretion when handling sensitive customer information.
• Ensure that all feedback cases are managed within agreed Service Level Agreements (SLAs).
• Apply aviation regulations and customer relations policies in the resolution process.
• Monitor complaint trends and provide feedback to improve customer experience processes.
• Coordinate with colleagues to maintain workflow efficiency and meet department performance goals.
• Perform additional duties as assigned by department management.

• Bachelor's degree or equivalent qualification with a minimum of 2 years of experience in customer service, preferably in the airline or hospitality industry.
• Diploma or high school qualification with at least 3 years of relevant experience will also be considered.
• Strong command of English, both written and spoken; additional languages are an asset.
• Ability to analyze complex cases, understand customer intent, and propose balanced resolutions.
• Knowledge of airline service policies and international customer service standards.
• Strong interpersonal and communication skills with the ability to handle sensitive situations tactfully.
• High level of empathy, patience, and attention to detail.
• Comfortable managing a large workload and prioritizing under pressure.

• Customer relations and conflict resolution
• Complaint analysis and reporting
• Service recovery and case management
• Empathetic communication and writing
• Aviation and hospitality customer service standards
• Policy application and judgment-based decision-making

Be part of one of the world's most awarded airlines recognized for excellence and service innovation. Work in a multicultural environment at the forefront of global aviation. Competitive tax-free salary and comprehensive benefits package. Opportunities for professional development and growth within Qatar Airways Group. Play a key role in strengthening customer trust and satisfaction in one of the world's leading brands.

Qatar Airways Group is a global aviation leader headquartered in Doha, operating across 12 business divisions including the award‑winning Qatar Airways airline, Hamad International Airport, Qatar Aviation Services, and Qatar Duty Free. Known for its world‑class hospitality and operational excellence, the group continues to redefine service standards in the aviation industry. The Customer Care department is integral to this mission, ensuring every customer experience reflects the airline's five‑star service philosophy and commitment to continuous improvement.