重庆招聘

RESPONSIBILITIES:

The Customer Services Officer manages the team of Customer Services Agent to ensure that the team provides excellent customer service through phone/e-mail/fax or web chat. Customer Services Officer is responsible for meeting team targets in terms of service levels as well as sales targets in reservations and ticketing.

Orienting junior agents in navigating through website to find information or complete a transaction/ make or change booking online/ trouble shoot technical difficulties faced by the customer on the website.

Supervising in checking for e-commerce related frauds and preparing a consolidated report.

Maintaining and generating necessary reports related to agent performance-call quality, attendance, schedule adherence, AHT, number of calls handled, etc.

Ensure that the non-voice process service levels are met on hourly basis.

Creating Goals/ KPIs for each of the team members.

Supporting agents on calls and web chats.

Handling of escalated calls and ensure that customers are provided the best service.

Manage the performance of his/ her team on daily basis as well as management of the entire process.

Provide necessary inputs for roster and process improvements.

Support the preparation and execution of business related plans.

Train and develop other employees, for proper succession planning and risk management.

Assist in the response to any emergency or a major operational disruption affecting Qatar Airways or its subsidiaries, including support of the Qatar Airways Special Assistance Program.

Other duties and responsibilities as requested by Management.

REQUIREMENTS:

Bachelor's degree or Certification/Diploma in Travel or Tourism Management essential.

A Recognized IATA or Airline Basic Tariff Course is preferred.

Minimum 2 years of job-related experience.

Amadeus experience.

Excellent English, Mandarin and/ or Cantonese language communication skills in both spoken and written are essential.

Good Knowledge of World Geography and travel reservation and fares.

Good interpersonal skills and Analytical skills.

Ability to delegate work, set clear direction and manage workflow.

Strong mentoring and coaching skills.

Please send your detailed CV in both English & Chinese, current and expected remuneration, together with your recent photograph, to the email address hmoore@qatarairways.com.qa before 22 Nov 12. We regret that only shortlisted candidates will be notified.

Strive for Excellence with award-winning Qatar Airways

As one of the World's 5-star airline and fastest growing carriers, Qatar Airways is dedicated to excellence and continuous improvement. We apply this same philosophy towards our people where we provide diverse career focus, continual development and training.

If you are looking for a challenging and an exciting career with a competitive remuneration package and attractive travel benefits, come join Qatar Airways.

We invite applications for the positions to be based in Chongqing, China:
Please send your detailed CV in both English & Chinese, current and expected remuneration, together with your recent photograph, to the email address hmoore@qatarairways.com.qa before 22 Nov 12. We regret that only shortlisted candidates will be notified.