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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. 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 · 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 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 as required. (Note that there is no night shift schedule for the Chongqing Contact Centre) You must be willing to relocate or to be based in Chongqing, China and need to work from office. About Qatar Airways Group? Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before. So, whether you’re 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.