Job Overview
Qatar Aircraft Catering Company (QACC) is seeking a Customer Care Duty Manager to manage, facilitate, and coordinate all enquiries from designated Airline Customers. This role ensures customer needs are met while maintaining high corporate standards, supporting marketing strategy, contracts, and internal communication to enhance customer satisfaction.
Key Responsibilities
- Collaborate with the Customer Service department to achieve set targets.
- Manage email correspondence with Airline Customers, ensuring timely and professional responses.
- Define departmental standards and procedures.
- Manage contracts and liaise with Finance & Contracts departments regarding Catering Agreements.
- Communicate with internal departments (Production, Assembly, Service Delivery) to consolidate and pass accurate information.
- Plan and support menu presentation, recording feedback for appropriate action.
- Establish, enhance, and maximize Customer Service KPIs.
- Gather customer data from cabin crew reports, meetings, and complaint analysis; generate statistical reports.
- Lead and participate in customer service projects that improve profitability, innovation, and customer experience.
- Participate in functional initiatives set by the supervising manager.
Qualifications & Skills
- Bachelor’s Degree with minimum 5 years of relevant experience.
- Airline catering experience is mandatory.
- Proven project management experience within the industry.
- Strong customer service orientation.
- Contract management and SOP writing skills.
- Ability to engage, inspire, and influence people.
- Creative and innovative, with a solutions-oriented approach.
- Strong team focus and commitment.
- Excellent computer skills, including MS Word, Office, PowerPoint, and Internet.
- Knowledge of HACCP is preferred.
