Qatar Airways Senior Customer Care Officer; JFK

As a Senior Customer Care Officer at Qatar Airways, based in New York (JFK), you will be responsible for handling escalated customer care matters, liaising with departments at head office and outstations to investigate customer complaints and feedback, and contributing to root cause analysis to develop long-term solutions.

• Managing case resolutions, including compensation approvals
• Overseeing customer satisfaction ratings for your team’s case handling
• Ensuring compliance with SLAs and KPIs
• Reporting regularly on customer feedback and case resolutions
• Managing compensation budgets and optimizing cost resolutions
• Handling legal and insurance claims as necessary
• Collaborating with legal teams and relevant regulatory bodies, such as the US DOT and ENAC, to ensure compliance with airline regulations
• Assisting with court proceedings and providing insights for monthly reports

• Bachelor’s degree or equivalent with a minimum of 4 years of job-related experience
• Strong organizational and prioritization skills to manage workload and case priorities effectively
• Proactive, timely approach to problem resolution and collaboration with internal departments
• Ability to analyze complex customer cases and apply company policies and judgment in resolution
• Experience managing large case volumes, setting directions, and overseeing workflow
• Strong focus on mentoring, coaching, and team development
• Familiarity with airline policies and procedures is preferred
• Legally authorized to work in the United States, with employment verification required at hire (no work visa sponsorship available)