Role overview
About this role
The Qatar Airways Global Contact Centre network is rapidly expanding and by the end of 2012 will be located in the Middle East, Asia, Europe and North America. We are currently recruiting for Arabic speaking Customer Service Agents for our Contact Centres located in Doha and Muscat. Customer Service Agents provide service excellence to Qatar Airways customers through telephone, email and fax, to optimize passenger satisfaction whilst generating revenue and achieving customer service targets. <strong>Specific responsibilities include:</strong> ·Ensure customer satisfaction through responding to customer enquiries and offering the best solutions ·Enhance revenue generating opportunities by actively promoting and selling the Qatar Airways range of products ·Making new reservations; changes to existing reservations; quoting the correct fares, rules of carriage; issuance / re-issuance of tickets; and processing refunds using the necessary tools ·Support the preparation and execution of action plans, which increase reservation sales and associated business. ·Make outbound calls to customers to provide information as and when it is required. <strong>The Individual</strong> ·You will be passionate about delivering customer service excellence ·You will have excellent communication and listening skills ·Fluency in reading, writing and speaking English ·Fluency in speaking Arabic ·You will be PC literate <strong>Qualifications:</strong> ·You will be educated to at least secondary level ·A qualification within Hospitality and Tourism would be an advantage ·Training course in Amadeus would be an advantage <strong>Experience:</strong> · Applicants should have experience of working in a customer service focused environment · Knowledge of contact centre operations would be an advantage · Experience of the airline, hospitality and tourism industry would be an advantage <p></p>