Customer Service Agents

Doha - Qatar

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

Duration: (3 to 6 months on payroll of People Dynamics an iHorizons Qatar Company) -

ACCOUNTABILITIES:

Operational

Respond to customer queries over the telephone email fax web chat social media
Maintain and generate reports as required
Sell up-sell and cross-sell products and services to the customer
Complete fraud prevention checks
Make outbound calls to customers to provide information as and when it is required
Handling multi-products and services as required by the organisation after the necessary training has been provided
Provide personalised customer service at the highest level.
Escalate queries to senior Contact Centre staff as appropriate
Supporting the preparation and execution of action plans which increase reservation sales and associated business.
Perform other department duties related to his/her position as directed by the Head of the Department.

Reservation and Ticketing

Make new reservations and changes to existing reservations quoting the correct fares and rules of carriage
Issuance and re-issuance of tickets

Processing refunds

Support other stations CTOs or APOs for reservations related activities
Support travel agencies for reservations related activities

Digital

Navigating customers through the website to find information or complete a transaction

Amend online bookings

Troubleshoot technical difficulties faced by customers on the website
Support other stations CTOs or APOs for Digital related activities

Loyalty

Make new reservations/amend existing reservations for Loyalty members and deduct the corresponding miles from the back-office system
Cancellation of existing bookings and addition of the corresponding miles

Data Protection

Ensure that in performance of the role all uses disclosures and requests of any information (in any form) are done in accordance with data protection principles adopted by the Group and are limited to what is reasonably required to accomplish the intended business purposes of the use disclosure or request.
Comply with all relevant company policies and procedures regarding the use processing disclosure and security of any information (in any form) and ensure that all staff under my direct supervision are aware of and comply.
Consult the Groups Data Protection Officer in matters related to data protection and privacy as appropriate

QUALIFICATIONS EXPERIENCE & SKILLS;

Without a Degree: Grade 3: High School Qualification with Minimum 1 year of job-related experience OR
With a Degree: Grade 3: Bachelors Degree or Equivalent with No prior job-related work experience Preferred
ATA or airline Basic Tariff course.
Bachelor degree and minimum
Customer service experience.
Experience of Global Distribution Systems preferable Amadeus.

Duration: (3 to 6 months on payroll of People Dynamics an iHorizons Qatar Company) - ACCOUNTABILITIES: Operational Respond to customer queries over the telephone email fax web chat social mediaMaintain and generate reports as required Sell up-sell and cross-sell products and services to the custom...