Position: Customer Services Agent
Job Location: Ahmedabad (Gujrat - India)
Qualifications: Any Graduation
Type: Full-Time
Years of Experience: Freshers Are Eligible
Salary: 3-6 LPA
Last Date: 31.01.2024
About Qatar Airways Company Details and Overview
Qatar Airways is the flag carrier airline of Qatar and one of the largest and most prestigious airlines in the world. Keep in mind that there might be changes or updates after this date.
Overview
Founded: Qatar Airways was founded on November 22, 1993.
Head Quater: Hamad International Airport in Doha, Qatar.
CEO: Akbar Al Baker has been the Chief Executive Officer since 1997.
Key Highlights
- Fleet: Qatar Airways has a modern and diverse fleet of aircraft, including Airbus and Boeing models.
- Awards: The airline has received numerous awards for its service, quality, and innovation, including Skytrax's World's Best Airline multiple times.
- Global Network: Qatar Airways operates a vast international network, connecting passengers to various destinations across six continents.
- Oneworld Alliance: Qatar Airways is a member of the Oneworld airline alliance, which includes some of the world's leading carriers.
Services and Classes
- Qatar Airways offers a range of services, including Economy Class, Business Class, and First Class.
- The airline is known for its luxurious amenities in premium cabins, such as flat-bed seats, gourmet dining, and exclusive lounges.
Innovation and Technology
- Qatar Airways has been at the forefront of innovation, introducing new technologies and services to enhance the passenger experience.
- The airline has invested in state-of-the-art aircraft and in-flight entertainment systems.
- Corporate Social Responsibility (CSR): Qatar Airways has been involved in various corporate social responsibility initiatives, contributing to community development, education, and environmental sustainability.
- Challenges and Controversies: Like many airlines, Qatar Airways has faced challenges and controversies, including issues related to labor rights and employment conditions. These matters have been the subject of discussions and scrutiny.
The ideal candidate will ensure to delivery of five-star Customer Service to QR customers contacting the Contact Centre via telephone, email, fax, and web chat: Responding professionally to achieve customer satisfaction, generate revenue, and take all possible measures to avoid loss of revenue.
Qatar Airways - Roles and Responsibilities
- Respond to customer queries over calls, email, fax, web chat, and social media Maintain and generate reports as required.
- Sell, up-sell, and cross-sell Qatar Airways products and services to the customer.
- Complete fraud prevention checks.
- Make outbound calls to customers to provide the right information as and when it is required.
- Handling multi-products and services as required by the organization after the necessary training has been provided by them.
- Provide personalized customer service at the highest level.
- Escalate queries to senior Contact Centre staff (CCS) 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, Chief Technology Officers (CTOs ), or Aviation Police officers (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 Qatar Airways customers on the website Support other stations, CTOs, or APOs for Digital activities Loyalty.
- Make new reservations/amend existing reservations for Loyalty members and deduct the corresponding Smiles from the back-office system.
- Cancellation of existing bookings and addition of the corresponding Smiles Support other stations, CTOs, or APOs for related activities.
Qatar Airways Hiring Customer Support Agent - Qualification
To be successful in this role, we are looking for candidates with a Bachelor’s Degree or Equivalent with no prior job-related work experience. High School Qualification/ Vocational Qualification/ Diploma or Equivalent (Type of Diploma Based on Role) with a Minimum 1 year of job-related experience.
Qatar Airways Hiring Customer Service Agent - Skills Required.
Essential
- Computer Literate, with knowledge of MS Office Word/Excel.
- Good Communication in English (spoken and written).
- Effective Communication skills with internal and external Customers.
- Ability to work under pressure.
- Flexible in working hours.
- IATA or Airline Basic Tariff.
- Minimum Customer Service Experience.
- Experience in Global Distribution Systems, preferably Amadeus.
Preferred
- Good knowledge of world Geography.
- Knowledge of Airline Reservation processes.
Qatar Airways Hiring Customer Service Agent - Selection Process
Note - The hiring processes for customer service agents at Qatar Airways or any other organization can vary, and details may have changed since then. For the most accurate and up-to-date information, I recommend checking the official Qatar Airways careers website or contacting their HR department directly. However, I can provide you with a general outline of what a typical hiring process for a customer service agent might involve.
1. Online Application
- Visit the Qatar Airways careers website or other job portals where they post job openings.
- Submit your resume and complete the online application form.
2. Resume Review
- The HR team or hiring manager will review applications to shortlist candidates based on their qualifications and experience.
3. Initial Screening
- Shortlisted candidates may undergo an initial screening, which could involve a phone or video interview. This interview might cover your background, skills, and interest in the customer service role.
4. Assessment Tests
- Depending on the position, you may be required to take assessment tests to evaluate your skills, such as communication, problem-solving, or language proficiency.
5. Face-to-Face Interview
- Successful candidates from the previous stages may be invited for an in-person interview. This interview might be with HR representatives, managers, or a panel.
6. Customer Service Scenario Role-play (if applicable)
- Some customer service roles may involve a role-play scenario to assess how well you handle customer interactions and problem-solving.
7. Reference Check
- Qatar Airways may contact your previous employers or references to verify your work history and qualifications.
8. Medical and Background Check
- If you pass the interview and reference check, you may be required to undergo a medical examination and background check.
9. Job Offer
- If you successfully complete all stages, you may receive a job offer from Qatar Airways.
10. Onboarding
- Once you accept the offer, you'll go through an onboarding process, which includes orientation, training, and familiarization with company policies and procedures.
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