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22 days ago
Qatar Airways
Salary: Competitive
Location: Germany
Job type: Permanent
Category: Customer Service Jobs
About Your Job

We are seeking a customer relations agent to join our team in Frankfurt. In this critical role, you will be responsible for handling and resolving of passenger complaints that may be received by telephone, email, letter and in person. 

Specific accountabilities include:

  • Investigating and resolving the maximum number of cases each day in line with QR policy and procedures, whilst providing excellent levels of customer service
  • Ensuring appropriate usage of all Qatar airways files, reports and records
  • Ensuring that all correspondence is dealt with properly and within the time frames of current KPI target
  • Responding to passengers with a written response and explanation to the highest standard to ensure customer satisfaction and retention
About You

To be successful in this role, you will need a trade or vocational qualification combined with a minimum of three years of travel or airline industry experience. 

You will need at least two years within a customer relations role and must have a thorough knowledge of fares, ticketing, transfers and passenger procedures.  A working knowledge of IATA and currency regulations is required along with experience using a reservations system, such as Amadeus. 

Fluency in English and German (written and oral) is a requirement for this role.

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