Be part of the 5-star team. Grow and develop your career through this opportunity. We are looking for Agents to join our team for02Qatar 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: 80Respond professionally to customer calls and queries. Sell, up-sell and cross-sell Qatar Airways products and services to the customers. 80Receive in-bound calls from customers in order to provide information/ updates as and when required. 80Make out-bound calls to provide update or follow up with customers 80Handle multi-products and services as required and escalate queries to your Senior Contact Centre staff when appropriate. 80Create new reservations and make changes to existing reservations. Provide quotes on the correct fares and rules of carriage issuance and re-issuance of tickets. 80Support E-commerce, Trade and Frequent Flyer Program activities. 80Process ticket refunds 80Handle customer complaints Upon joining, you will undergo 8 weeks of classroom training and successful completion with the required score is mandatory and 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 About you The ideal candidate for this role will have the following qualifications: This is a Global Contact Centre and staff will be required to take inbound calls from multiple countries. Prerequisites 61Willingness to work in a shift pattern (8/9 hour shifts) 61No planned leaves during probation period 61Process training for 8+ weeks and successful completion with the required score is mandatory. 61100% attendance during training / probation period is a requirement 61Technical competencies: computer literacy and basic understanding of MS office, good typing skills, basic geographic knowledge and calculation. Communication Skills 80Able to communicate in a clear and easy to understand manner 80Should not have a heavy accent or mother tongue influence 80Good level of English language both verbal and written 80Able to listen actively and understand what others are saying; confirms understanding 80Able to read, comprehend, articulate information and responds appropriately (both verbal and written ) 80Communicates with energy; inspires others to listen him/her Teamwork 80Able to work well with others 80Able to achieve a common goal in line with others 80Has a collaborative approach 80Treats others with courtesy; respects individual as well as cross cultural differences 80Builds on other’s ideas/ contributions 80Open to feedback and accepts change Customer Service 80Builds rapport easily; has a natural understanding of what makes other tick , personalized approach 80Has an open and engaging approach; yet remains professional at all times and does not cross the limit 80Displays empathy; is attuned to customer needs and feelings 80Asks questions to find out more about customer expectations 80Demonstrates willingness to help; pro-activeness and goes above and beyond to meet expectations. 80Demonstrates problem solving ability, Able to resolve customer queries in a timely manner 80Demonstrates ownership and represents the QR brand in a positive manner 80Ability to educate customers, up-sell and cross sell Resilience and Adaptability 80Able to handle pressure; remains composed and calm and maintains a positive outlook when faced with difficult circumstances 80Stays focused and calm during and after a difficult conversation 80Displays patience, resilience and highest levels of professionalism in stressful circumstances 80Adopts a flexible approach; is able to adapt if the situation demands it
