Customer Services Agent

Job Description

The ideal candidate will ensures to deliver five stars Customer Service to QR customers contacting the Contact Centre via telephone, email, fax and web chat: Responding professionally in order to achieve customer satisfaction, generate revenue and take all possible measures to avoid loss of revenue.Key Responsibilities: Respond to customer queries over the telephone, email, fax, web chat, social media Maintain and generate reports as required. Sell, up-sell and cross-sell Qatar Airways products and services to the customer. Complete fraud prevention checks. Make outbound calls to customers to provide information as and when it is required Handling multi-products and services as required by the organization after the necessary training has been provided. Provide personalized customer service at the highest level. Escalate queries to senior Contact Centre staff as appropriate. Supporting the preparation and execution of action plans, which increase reservation sales. and associated business. Perform other department duties related to his/her position as directed by the Head of the Department. Reservation and Ticketing. Make new reservations and changes to existing reservations, quoting the correct fares and rules of carriage Issuance and re-issuance of tickets Processing refunds Support other stations, CTOs or APOs for reservations related activities Support travel agencies for reservations related activities Digital Navigating customers through the website to find information or complete a transaction Amend online bookings Troubleshoot technical difficulties faced by Qatar Airways customers on the website Support other stations, CTOs or APOs for Digital related activities Loyalty Make new reservations/amend existing reservations for Loyalty members and deduct the corresponding Smiles from the back-office system Cancellation of existing bookings and addition of the corresponding Smiles Support other stations, CTOs or APOs for Local related activities.Be part of an extraordinary storyYour skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. Youll 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 a 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 whats never been done before.QualificationsIn order to be successful in this role, we are looking for the candidates with Bachelors Degree or Equivalent with no prior job-related work experience. High School Qualification/ Vocational Qualification/ Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 1 year of job-related experience.Job Specific Skills:Essential Computer Literate, with the knowledge of MS Office Word/Excel. Good Communication in English (spoken and written). Effective Communication skill with internal and external Customers. Ability to work under pressure. Flexible in working hours. IATA or Airline Basic Tariff. Minimum Customer Service Experience. Experience of Global Distribution Systems, preferable Amadeus.Preferred Good knowledge of world Geography. Knowledge of Airline Reservation processes.Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. Weve grown fast, broken records and set trends that others follow. We dont slow down by the fear of failure. Instead, we dare to achieve whats never been done before. So, whether youre 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,

Keyskills :
Customer ServiceTelephoneEmailFaxWeb ChatSalesUpsellingFraud PreventionReport GenerationOutbound CallingEscalation ManagementTicketingRefundsTechnical TroubleshootingAmadeusGlobal Distribution SystemsCrosssellingMultiProduct HandlingPers