• Manage customers' inquiries and investigation of customer complaints within QR network, identify area of improvements to ensure customer satisfaction.

• Practice discretion and confidentiality in all communications / correspondence in compliance with data privacy laws (GDPR compliance).

• Liaise with Qatar Airways' various departments as required by the line manager. Liaise with QR GS and Subsidiaries when required for investigation purpose.

• Prioritize and furnish detailed reports for all GCEO cases

• Collate facts of the case by researching all required information, complete a report of findings from the results of the investigation based on accurate information in line with standard policies and procedures and submit reports to the line manager and / or respond to relevant departments.

• Evaluate available information using a root cause analysis, duly considering urgency and severity of the situation. Review CCTV footage to establish investigation facts and provide information to related stakeholders.

• Ensure that final report identifies any area of development for staff and/or process change to be incorporated in documented procedures.

• Relevant Vocational, Tertiary or Trade qualification

• Minimum 4 years of relevant experience

• Excellent communication skills with fluency in English language.

• Good knowledge of MS Office.

• Reporting skills