Airline Customer Contact Centre Agent

Found in: Talent CN S2 - 1 week ago

Chongqing, China Qatar Duty Free Full time

Be part of the 5-star team. Grow and develop your career through this opportunity.

We are looking for Agents to join our team for Qatar Airways Chongqing Contact Centre in China. This is an exciting opportunity to explore and be part of the Aviation industry.

As Customer Contact Centre Agent, you will provide excellent service to Qatar Airways customers through different channels of communication such as telephone, email and web chat. You will ensure that customer satisfaction is optimized in every interaction whilst working closely with the team to deliver top-quality customer service.

Your specific responsibilities will include:

Respond professionally to customer calls and queries. Sell, up-sell and cross-sell Qatar Airways products and services to the customers. Receive in-bound calls from customers in order to provide information/ updates as and when required. Make out-bound calls to provide update or follow up with customers. Handle multi-products and services as required and escalate queries to your Senior Contact Centre staff when appropriate. Create new reservations and make changes to existing reservations. Provide quotes on the correct fares and rules of carriage issuance and re-issuance of tickets.  Support E-commerce, Trade and Frequent Flyer Program activities. Process ticket refunds.  Handle customer complaints.  Upon joining, you will undergo 8 weeks of classroom training and successful completion with the required score is mandatory and additional 4 weeks of On-the-Job training on Amadeus system and Qatar Airways products and policies. We have a team of experts and industry professionals who will support and work with you through-out your training journey

If you are successful, you will receive a competitive salary package, travel benefits, relocation support (for those residing outside Wroclaw), annual leave, and other benefits applicable as per local labor law.

If you have what it takes to deliver the best, then this opportunity is for you.

Be part of an extraordinary story 

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll 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 what’s never been done before.

Together, everything is possible.

Qualifications

About you

The ideal candidate for this role will have the following qualifications:

Education background and Experience

High School Qualification with 1 year of job-related experience in Customer Services Relevant experience in GDS System (Amadeus) is an added advantage. Having IATA or Airline Basic Tariff course certification can be considered. Computer Literate and good typing skills

Communication Skills

Be fluent in English and Cantonese Efficient in managing call from a high-volume and fast-paced environment. Able to handle pressure well; remains composed and calm and maintains a positive outlook when faced with difficult situations. Stays focused and calm during and after a difficult conversation. Displays patience, resilience and highest levels of professionalism in stressful situations. Adopts a flexible approach; is able to adapt if the situation demands.

Quality and skills

Interactive, customer service oriented with warm, cheerful and expressive personality. Customer focused and always drives customer satisfaction when responding to customer enquiries and calls. Polite, reliable, knowledgeable and able to adapt to changing requirements.  Open to new learnings and flexible to adapt to new concepts and system. Able to perform under pressure. Flexible to work on shifts. No night shifts.

You must be willing to relocate or to be based in Chongqing, China and need to work from office.

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