Customer Service Agents (3 to 6 months Contract)

About the job: Customer Service Agent (3 to 6 months Contract)Duration: (3 to 6 months on payroll of People Dynamics – an iHorizons Qatar Company) – https://ppldynamics.com/about-us/AccountabilitiesOperationalRespond to customer queries over the telephone, email, fax, web chat, social mediaMaintain and generate reports as requiredSell, up-sell and cross-sell products and services to the customerComplete fraud prevention checksMake outbound calls to customers to provide information as and when it is requiredHandle multi-products and services as required by the organisation after the necessary training has been providedProvide personalised customer service at the highest levelEscalate queries to senior Contact Centre staff as appropriateSupport the preparation and execution of action plans, which increase reservation sales and associated businessPerform other department duties related to his/her position as directed by the Head of the DepartmentReservation and TicketingMake new reservations and changes to existing reservations, quoting the correct fares and rules of carriageIssuance and re-issuance of ticketsProcessing refundsSupport other stations, CTOs or APOs for reservations related activitiesSupport travel agencies for reservations related activitiesDigitalNavigating customers through the website to find information or complete a transactionAmend online bookingsTroubleshoot technical difficulties faced by customers on the websiteSupport other stations, CTOs or APOs for Digital related activitiesLoyaltyMake new reservations / amend existing reservations for Loyalty members and deduct the corresponding miles from the back‑office systemCancellation of existing bookings and addition of the corresponding milesData ProtectionEnsure 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 requestComply 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 complyConsult the Group's Data Protection Officer in matters related to data protection and privacy as appropriateQualifications, experience & skillsWithout a degree: Grade 3 – High School Qualification with Minimum 1 year of job‑related experience ORWith a degree: Grade 3 – Bachelor’s Degree or Equivalent with No prior job‑related work experience PreferredATA or airline Basic Tariff courseCustomer service experienceExperience of Global Distribution Systems, preferable Amadeus#J-18808-Ljbffr