卡塔尔航空公司重庆代表处 |
CUSTOMER SERVICES OFFICER
职位描述
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 YYan@cn.qatarairways.com before 18 Sep 12. We regret that only shortlisted candidates will be notified.
面试需知
联系方式
联系人: | 人力资源部 | 联系电话: | 已屏蔽 |
电子邮箱: | 已屏蔽 | 传真号码: | 已屏蔽 |
邮政编码: | 400000 | ||
公司网站: | |||
面试地址: | 重庆市 |
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