Tarek Medjaouri

• Customer Relationship Management: Serve as the primary point of contact for Qatar Airways’ most valued passengers, including First and Business Class travelers, as well as Platinum and Gold loyalty members, ensuring a seamless and personalized service experience.

• Feedback Resolution: Proactively manage and resolve complex customer feedback with a focus on efficiency, empathy, and excellence, upholding the highest standards of the Qatar Airways brand.

• Cross-Departmental Collaboration: Coordinate with internal teams, including ground services, cabin services, and operational units, to address and rectify service challenges, ensuring timely resolutions and exceptional outcomes for premium passengers.

• Process Improvement: Analyze trends in passenger feedback to identify recurring service gaps, spearheading initiatives to enhance the overall customer journey and prevent future occurrences.

• Premium Passenger Engagement: Act as a dedicated liaison for premium passengers, ensuring their unique preferences and requirements are met while delivering a bespoke travel experience aligned with Qatar Airways’ unparalleled standards.

• Proactive Communication: Maintain consistent and professional communication with passengers throughout the resolution process, ensuring transparency and confidence in Qatar Airways’ commitment to excellence.

• Service Protocol Compliance: Ensure all resolutions and passenger interactions are in full compliance with Qatar Airways’ service policies, reflecting the company’s dedication to premium quality and safety.

• Spearhead the team at Doha Contact Center that works on social media and reservations
• Ensuring the team provides the highest levels of accuracy and attention to details in order to deliver excellent customer service
• Frontload commercial interest by allocating workforce to work on disrupted flights to 1) support final service recovery measures; 2) minimize disruptions received; and 3) provide affected passengers with the best available rebooking options
• Facilitate trainings and briefings for team members on QR product, policies, and procedures
• Provide floor presence to oversee operation, assist staff where required, help staff and travel agencies navigate staff through complex situations
• Serve as staff's first-level escalation point for customers' issue
• Evaluate calls/emails based on standard scorecards and provide feedback to team members to support their performance improvement
• Push revenue generation through agent's selling, cross-selling, and upselling
• Analyze team reports to assist in identifying areas for improvement
• Provide support to customers whose flights are disrupted through Social Media channels by coordinating with IOC stakeholders (IOC GS, IOC Commercial, NDU)
• Monitor QR social media posts directed at (or about) Qatar Airways from customers or the general public and notify IOC Senior Manager and Corporate Communications department immediately for proactive crisis mitigation
• Review posts and discussions, identify consumer intent, and respond, refer, or escalate posts/messages to other internal business units (customer care, Discover Qatar, etc)
• Assist customers with new reservations and changes to existing reservations, quoting the correct fares, advising with reference to the conditions of carriage, and processing of refunds
• Handle, resolve, and respond to customers complaints and inquiries through social media platforms
• Identify issues, patterns, and trends in customers' comments and inquiries and funnel information to the appropriate departments
• Day to day management of all social channels of the company from FB, Twitter, YouTube and Instagram
• Engage with online community and respond to comments and requests
• Work with the marketing, creative, and customer experience team to create high quality, engaging, relevant, and timely content
• Regularly feedback insights gained from social media monitoring into the Marketing and Editorial teams, to help them evolve their strategies in a timely fashion
• Responsible for keeping the pages active and growing by posting relevant stuff to products