Airline Customer Contact Centre Agent - Chongqing (Cantonese speaker)
Qatar Airways
- Chongqing
- Permanent
- Full-time
- 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
- 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
- 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 circumstances
- Stays focused and calm during and after a difficult conversation.
- Displays patience, resilience and highest levels of professionalism in stressful circumstances
- Adopts a flexible approach; is able to adapt if the situation demands it
- 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