Overview
Loyalty Operations and Experience Specialist Jobs in Doha, Qatar at Qatar Airways
Position: Loyalty Operations and Experience Specialist (Premium)
Job Description – Loyalty Operations and Experience Specialist (Premium) (250000B0)
Loyalty Operations and Experience Specialist (Premium) – 250000B0
Job Posting Job Posting
May 12, 2025, 1:11:31 PM |
Primary Location
Doha
Unposting Date
May 26, 2025, 8:59:00 PM
Description
The Loyalty Operations and Experience Specialist will be responsible for all Privilege Club servicing and operational aspects for premium members (Gold and Platinum). The Loyalty Operations and Experience Specialist will ensure the fulfillment of membership packs, provide and ensure exceptional service to members that exceeds their expectations at all QR member touchpoints across the Qatar Airways network. This will be achieved through continuous engagement, tailored experiences, and thoughtful solutions while working closely with respective cross-functional stakeholders.
Key Accountabilities include:
Coordinate the production and fulfillment process of membership packs to ensure quality and timely delivery of membership packs to respective members via OCS mail, Qpost, and DHL.
Handle all servicing and operational aspects of Privilege Club member experience and products, including PC collection, ensuring seamless handling, timely responses to member queries, resolution of complaints as per SLAs, and overall member engagement to ensure customer satisfaction.
Identify premium customer interaction touchpoints and the challenges faced at each step to remove friction through process reviews and improvements, ensuring a seamless journey from start to finish.
Respond to customer inquiries via email and engage members via phone to handle requests and escalations from management in a timely, efficient, and empathetic manner to ensure customer loyalty and reduce member churn.
Analyze qualitative and quantitative member data from various sources to retrieve actionable insights and create meaningful reports that aid data-driven customer experience decisions.
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be part of our future and build the life you want while being part of an international community.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.
Together, everything is possible.
Qualifications
About You
We are looking for a passionate and experienced professional to join the Loyalty Team.
Essential:
Experience in managing a wide range of customer inquiries through various channels such as phone calls, emails, live chats, social media, and CRM platforms.
Experience in the customer service industry.
Knowledge and understanding of Loyalty industry regulations and best practices.
An analytical mindset with excellent organizational skills.
Ability to work effectively in cross-functional teams both remotely and on-site.
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Title: Loyalty Operations and Experience Specialist
Company: Qatar Airways
Location: Doha, Qatar
Category: Customer Service/HelpDesk (Customer Service Rep, Customer Success Mgr./ CSM)
