Senior Network Disruption Support Agent

7 months ago

Doha, Qatar Qatar Airways Full time

**About the role**

**O**p**e**r**a**t**i**o**n**a**l**
- Maintain Qatar Airways professional image by adhering to all applicable grooming policies.
- Assist the passengers at all times, providing the best services.
- Assist in compiling shift reports.
- Print TJQ Report at the end of each shift and cross check to verify no ticketing errors.
- Perform cross functional duties including ticketing, customer calling, social media and other department duties whenever operationally required related to his/her position as directed by the Shift in charge, NOS Manager or Head of the Department.
- Timely and accurate update of all databases, log sheets etc. management reports, dashboards and analysis.
- Perform other department duties related to his/her position as directed by the Head of the Department.
- Ensure all disruption activities such as Customer Communication, CM to CM Transfer, Re-routing; on service recovery etc. are completed within the specified time frame.
- Ensure standard of service quality is maintained by liaising with the outstation on implementation of process and obtaining customer feedback to improvise the process.
- Communicate with disrupted customers, reroute and transfer customer to one flight to another in ALTEA system (CM to CM transfer). Ensure customers misconnected are re-routed or protected on next available flight, as per disposal received from the commercial team.
- Handle disrupted customer questions, complaints, and inquiries with the highest degree of courtesy and professionalism and resolve customer issues by providing solutions and/or alternatives with first call resolution.
- Communicates with network airports and all stakeholders for consistency in service delivery. Follow QR procedures and manage large amounts of inbound and outbound disruptive calls professionally to match the needs of Qatar Airways customers.
- Record all complaints, escalate to immediate superior for necessary action and close the complaint with satisfied response to the customer by providing feedback to customer care team.
- Advise changes to disrupted passengers in flight itinerary, cancellations or new confirm flight reservations.
- Ensure constant communication are delivered to internal NOS team for smooth operations.
- Provide regular updates and maintain an accurate and detailed record /status report of all disruptive passengers and escalate issues or challenges faced proactively.

**Be part of an extraordinary story**
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge.

Join us as we dare to achieve what’s never been done before.

**Qualifications**:
**W**it**h**o**u**t a D**e**g**re**e**:

- Grade **4**:High School Qualification with Minimum 2 years of job-related experience

**O**R**

**W**i**th** **a D**e**g**re**e**:

- Grade **4**:Bachelor's Degree or Equivalent with Minimum 1** **years** of job-related experience

Preferred
- Any IATA / Airline qualifications. IATA or airline Basic Tariff and Pricing Course.
- Tourism Degree
- Qatar Airways in-house Computer reservation and ticketing (e.g. Amadeus).
- Customer facing role in service industry.
- Previous roles could include: Customer Services Agent. Call Centre Agent, or Receptionist.
- Experience in luxury environment such as domestic / international airlines _I _GHA or a 5 Star hotel.
- Experience working a rotating rosteR.

**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.

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