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

As Customer Contact Center 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 Center 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, 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.

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

• 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.
• Able to stay 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 enquirers and calls.
• Polite, reliable, knowledgeable and able to adapt to changing requirements.
• Open to new learning and flexible to adapt to new concepts and system.
• Able to perform under pressure.
• Flexible to work on shifts as required. (Note that there is no night shift schedule for the Chongqing Contact Center)

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