7 Journey Mapping jobs in Qatar

Company Description

Founded in 2016, 365 Adventures is a Destination Management Company specializing in travel services across the Middle East, including Qatar, UAE, KSA, and Oman. Our services range from day tours and hotel bookings to team-building activities and sports fan management. Since 2022, we have provided over 200,000 services to guests worldwide, connecting travelers with local experts for authentic experiences. Join us to explore the culture and heritage of the Arabian Peninsula.

About this job:

As a Customer Experience Specialist, you will serve as the primary point of contact for our customers, ensuring their interactions with our company are seamless, positive, and memorable.

Location:
Remote (Open to applicants based in Pakistan)

Employment Type:
Full-time

Level:
Entry-level

Timing:
Afternoon/Evening Shift

Your role will involve:

• Handling customer inquiries, concerns, and feedback through various communication channels (phone, email, chat, social media, etc.)
• Providing accurate information about our products/services, assisting customers with their purchasing decisions, and offering solutions to their problems.
• Resolve customer complaints effectively and efficiently, aiming for first-contact solutions whenever possible.
• Collaborate with cross-functional teams to address customer needs and provide overall customer satisfaction.
• Analyze customer feedback to identify trends, issues, and areas for improvement.
• Contribute to the development and implementation of customer service policies and procedures.
• Maintaining a deep understanding of our products/services to offer personalized recommendations and assistance.
• Assisting guests with their booking procedures and making their reservations.
• Assisting operations and accounts teams with relevant information they require.

Qualifications:

• Proven experience in a customer-focused role, preferably as a Customer Experience Officer or similar.
• Excellent communication skills in English (both written and verbal)
• Knowing Arabic is a bonus.
• Strong problem-solving and interpersonal skills.
• Empathy and a genuine desire to help customers.
• Ability to handle challenging situations with professionalism and poise.
• Strong attention to detail and organizational abilities.

Responsibilities

• Manage service bookings by scheduling, confirming, following up with customers for show up and conduct retention activities to bring back lapsed service customers.
• Ensure high first call resolution by resolving queries effectively.
• Follow structured complaint handling protocols to ensure a seamless resolution process.
• Collaborate with internal teams to enhance customer journeys and service efficiency.
• Maintain accurate CRM records in our system.
• Support quality assurance compliance and policies.
• Participate in quarterly training programs to develop CX skills and knowledge.

Qualifications

• 1-3 years' experience in a customer service sales or contact center role.
• Previous experience in automotive, retail or hospitality industries is a plus.

Required Skills

• Experience with CRM systems (Salesforce) and telephony platforms (Geneysys) is preferred.
• Understanding of lead qualification and customer engagement techniques.
• Knowledge of service booking management and retention techniques.
• Familiarity with quality assurance standards and compliance protocols.
• Basic understanding of automotive industry processes.
• Technical proficiency in any CRM & Telephony systems( Salesforce, Geneysys is a plus)
• Excellent verbal & written communication skills in English & Arabic is Must.
• Strong negotiation and persuasion abilities to improve conversion rates.
• Technical proficiency in CRM & telephony systems (Salesforce, Genesys)

· Enhance the company's image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.

· To do welcome calls for the customers based on the previous day customer registrations of all the branches, collect the feedbacks about the customer experience and enter the details in the Welcome Calls system.

Update strategic partnership(s) and product value add messages to customers Key account customers.

Support in achieving departmental target of customer acquisition and maintain database of customers contacted as part of acquisition drive.

Monitor service standards of branches while addressing customer queries over phone by doing regular mystery calls to the branches and hence ensuring all branches are adhering to the expected level of telephone etiquettes and proper customer handling through the telephone, which is one of the major customer touch points.

· Maintain database of customer calls, emails and suggestion forms updated on monthly basis and retrievable upon requirement.

· GHQ escalations tracker should be maintained by updating queries attended through call back requests.

Job Types: Full-time, Permanent

Pay: Up to QAR3,000.00 per month

Education:

• Bachelor's (Required)

Experience:

• Customer Service: 1 year (Preferred)

Language:

• English (Required)
• Hindi (Required)

Location:

• Doha (Required)

The After-Sales Customer Experience Representative is responsible for ensuring every client receives a seamless, premium experience after their vehicle has been serviced. This role focuses on customer retention, satisfaction, and loyalty by proactively following up with clients, addressing their feedback, managing service quality communication, and building long-term relationships that reflect the high standards of Edition Motors.

Key Responsibilities:

• Customer Follow-Up & Retention
• Contact customers after service completion to ensure satisfaction with work performed.
• Conduct follow-up calls or messages within 24–48 hours to gather feedback and resolve any concerns promptly.
• Schedule periodic check-ins (e.g., 30-day and 90-day follow-ups) to encourage return visits and build loyalty.
• Customer Relationship Management
• Maintain detailed records of customer interactions, preferences, and feedback in the CRM system.
• Send personalized service reminders, warranty updates, and maintenance offers.
• Coordinate with the marketing team to implement loyalty programs, referral campaigns, and seasonal promotions.
• Service Quality Communication
• Work closely with service advisors and workshop teams to track job status and ensure clients receive accurate and timely updates.
• Escalate and follow through on any service issues or complaints to guarantee full resolution and client satisfaction.
• Prepare weekly customer satisfaction reports and propose improvement initiatives.
• Experience Enhancement
• Welcome customers at delivery, explain completed work clearly, and offer future care recommendations.
• Ensure that customers receive value-added experiences such as thank-you messages, complimentary inspections, or special event invitations.
• Contribute ideas for improving the customer journey from booking to follow-up.

Qualifications & Skills:

• Minimum 3 years' experience in customer service, client relations, or after-sales roles, preferably in the automotive or luxury service industry.
• Strong communication and interpersonal skills; able to build trust and rapport with high-end clientele.
• Excellent organizational and follow-up skills with a detail-oriented mindset.
• Proficiency with CRM systems and Microsoft Office tools.
• Bilingual (Arabic and English) preferred.

Job Type: Full-time

Pay: QAR3, QAR5,000.00 per month

Experience:

• Sales : 4 years (Preferred)

Language:

• arabic (Required)

About the Role

Lead, support, manage and administer in assigned terminal Zone for all Customer Experience related activities in terminal operations to deliver world class quality and standards of service to all passengers and customer airlines, whilst ensuring the efficient, effective, and optimal deployment of all QAS resources in order to meet the requirement for handling all services, including and not limited to: Customer Experience Services, Check-in, Boarding Gates, Baggage Lost and Found Arrivals, VIP, Customer Care, Porter, Trolley, and any other services as directed by QAS Management. Responsible for planning in advance and coordinating the proactive management of Qatar Aviation Service (QAS) terminal operations to ensure the smooth and efficient handling of all QAS related services at Hamad International Airport in accordance with the Company's polices, and the respective Customer Airline Standard Ground Handling Service Agreement SLAs.

Responsibilities

• Supporting the Customer Experience Shift Manager in delivering QAS Customer Experience and safety standards excellence across terminal operations (Check-in & Boarding, Trolley and Porterage, Baggage Lost and Found Arrivals, and Customer Care) in various operational Zones (within terminal operations), financial, and administration aspects, and driving excellence in service delivery for QAS in all aspects at Hamad International Airport.
• Responsible for planning and operating within the approved Customer Experience budgets (for each respective shift).
• Ensure all Customer incidents are handled with almost care, and that the Escalation Matrix is complied with notifying QAS Senior Management of all irregular airport operations (as set out in the Escalation Matrix), without delay. Assess and evaluate problem root cause analyses and collaborate in updating the SOPs as per company policy and provisions.
• Assisting Shift Manager, Manager Customer Experience, and HOD in the development and implementation of enhanced terminal operational processes and services which maximize the efficiency and service delivery standards of the operation.
• Develop staff with good potential for attaining higher level position by regular reviewing of work performance, assigning more challenges tasks and recommending appropriate training.
• Review Standard Operating Procedures (SOPs) and work Instruction (WI) on a regular basis, and following each incident, and propose the necessary changes as remedial action to ensure operational integrity across the Customer Experience and terminal operations.
• On monthly basis meets with Officers, Supervisors, and Lead Customer Service Agents to discuss performance results related to the operation and ensure that QAS service standards are consistently measured and met.
• Provide daily reports to QAS management and perform shift briefings to the duty team on each respective shift perform effective communication on clear shift targets to employee.
• Investigate, research, conclude, and report incident(s), accident(s), and service lapse(s) involving QAS staff across Curb Side Short Term Car Park (STCP), Employee car park or Entire Passenger Terminal Complex (PTC), in order to develop, select and implement the solutions to overcome the root cause(s) of incident(s), accident(s) and /or service lapse(s).
• Ensure compliance of QAS Safety and Standard Operating Procedures (SOPs) across the department, and support QAS Human Resources in determining the appropriate fair and consistent disciplinary or corrective action(s) to department staff and/or procedures following the conclusion of an investigation pertaining to an incident, accident, and/or service lapse.
• Support the Manager Customer Experience, and HOD, with the creation of Key Performance Indicators (KPI's) through their feedback, when there will be any KPIs Matrix revision required.
• Responsible for the overall performance of the Customer Experience team performance in operations, financial and administration aspects in order to perform as per agreed Service Level Agreements (SLA), and to avoid penalties (as per the targets in the SLA between QAS, QAS customer airlines and/or HIA).
• Employing Just Culture methodology, ensure the timeous investigation into all incidents (by respective shift), and providing detailed responses to the Customer Relationship Management Team (CRM) regarding all customer queries.
• Perform safety and security, and Quality and Compliance spot check on QAS resources, workforce, equipment and facilities as well as all passenger terminal facilities, which are utilized by QAS for daily operations.
• Respond and coordinate QAS resources, in line with the Escalation Matrix, and in conjunction with HOD/ Manager Customer Experience, and Customer Experience Shift Manager to support the response required to any airline/airport emergency situation.
• Coordinate and accommodate, when possible, as well as maintain positive relationship with other QAS customer airlines' representatives, airport authorities and airport agencies to support business objectives.
• Prepare individual/shift reports highlighting—clearly and coherently--any incidents or service lapses and share with the Customer Experience Specialist & Manager Customer Experience, for review, and work collaboratively to ensure the appropriate subsequent actions (if any) are taken timeously.
• Stay up to date with any changes to Customer Experience policies and procedures and ensure compliance.
• Assist security department with providing feedback for employees reporting to QR premises with inappropriate attire as and when required.
• Ensure all assigned follow ups are actioned on shift basis for timely closure of issues and highlight critical/unresolved cases to the line manager for further management review.
• Perform other department duties related to his/her position as directed by the HOD

Qualifications

About you

Essential

• Bachelor's Degree or Equivalent
• Minimum 4 years of job-related experience
• Airport emergency and accident procedures.
• Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members
• Expert knowledge of ground handling operational procedures, Airport handling procedures
• Must possess a strong, decisive and collaborative leadership style
• Demonstrate the highest standards of integrity, equality and respect.
• Ability to effectively communicate with clear, concise and consistent messages
• Ability to train and develop subordinate's skills. Ability to foster teamwork among team members

Preferred

• Knowledge of Arabic will be an advantage.
• 5 years of relevant managerial experience

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before.

So, whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community

Job Summary

As the Events & Customer Experience Lead, you will oversee the planning, coordination, and execution of events across multiple brands and locations while ensuring exceptional customer service standards are upheld. This role involves sourcing event opportunities, managing event logistics, training front-of-house teams, and enhancing the overall customer experience across the group.

Key Responsibilities

Event Management:

• Lead end-to-end event execution from initial planning and logistics to on-site coordination and internal debriefs ensuring flawless delivery of all event components and if applicable, adherence to event organizer requirements.
• Oversee event budgets to ensure cost control and profitability. Deliver post-event performance reports with clear KPIs including budget outcomes, guest satisfaction, and conversion metrics to inform future event strategy and ROI improvement.
• Collaborate with operations teams to tailor events to each outlet's strengths, capabilities, and available resources.
• Act as the primary liaison between clients, event partners, and internal teams, ensuring clear communication and alignment throughout the event lifecycle.
• Anticipate and manage event risks by developing contingency plans to ensure smooth execution under unforeseen circumstances.
• Support the identification of event opportunities including private, corporate, and seasonal to drive business growth.
• Coordinate with marketing teams to support event and outlet promotions, enhance brand visibility, and drive audience engagement across relevant channels.

Customer Experience and Team Leadership:

• Develop and deliver brand-specific training programs to strengthen service standards, customer interaction, and upselling techniques.
• Collaborate with outlet managers to analyze service metrics and customer feedback, translating insights into actionable improvements.
• Design and implement customer experience initiatives tailored to each brand's identity and market positioning.
• Lead and support front-of-house teams during daily operations and events, ensuring high performance, smooth execution, and team cohesion especially during peak service hours.
• Step in to manage customer escalations when required, ensuring timely resolution and maintaining high service recovery standards.
• Ensure full compliance with all health, safety, and sanitation regulations across outlets.

Qualifications

• Bachelor's degree in Hospitality, Event Management, Business, or a related field.
• Minimum 5 years' experience in event management or hospitality operations with leadership and strong front-of-house service background.
• Proven ability to manage events end-to-end, including budgeting, logistics, and post-event analysis.
• Strong knowledge of event logistics, risk management, and contingency planning.
• Skilled in leading, motivating, and training frontline teams to deliver excellent customer service.
• Proficient at analyzing customer feedback and service metrics to improve experience and drive upselling.
• Familiarity with health, safety, and sanitation standards in the hospitality industry.
• Comfortable in fast-paced environments with strong organizational and multitasking skills.
• Proficient with event management software and Microsoft Office Suite (or equivalent tools).