Be part of the 5-star team. Join us in Wroclaw, Poland Contact Centre.
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 in-bound calls from customers and queries. Sell, up-sell and cross-sell Qatar Airways products and services to the customers.
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.
Handle multi-products and services as required and escalate queries to your Senior Contact Centre staff when appropriate.
Support E-commerce, Trade and Frequent Flyer Program activities.
Process ticket refunds
Upon joining, you will undergo 5 weeks of classroom training and 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
Min. High School Qualification with 1 year of job-related experience in Customer Services.
Fluency in English is essential. Proficiency in at least one of the following languages is required: Italian, Spanish, or Russian.
Knowledge of additional European languages such as French or German will be considered a strong asset.
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.
Have excellent communication skills.
Display active listening skills.
Efficient in managing call from a high-volume and fast-paced environment.
Quality and skills
Interactive, customer service oriented with warm, cheerful and expressive personality.
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
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.
