E-Commerce Support Coordinator

Job description / Role

E-Commerce Support Coordinator (Doha Sales) - Qatar Airways - Doha

The E-Commerce Support Coordinator will provide support to the daily operations of IBE unit within Doha Sales Department. You will resolve customer issues, respond to generic queries and investigate problems relating to Ecommerce business. You will ensure that the highest standard and quality of customer services are met and aligned with the company policies and procedures.

You will organise and maintain the day-to-day work assignment and monitoring process of E-Commerce unit to ensure consistency in the delivery of customer service resolutions. You will work out and execute recovery action plans to handle peaks in volume due to occasional backlogs or service disruptions. You will support the station in cross-functional projects such as roll-outs, sales, testing, online promotions, campaigns, etc.

You will drive incremental revenue by improving conversion and customer retention through on time and quality response to queries and issues. You will identify and recover potential revenue leakage by monitoring the volume/ratio of booking engine failures.

Requirements

You have Trade or Vocational qualification with a minimum 4 years of job-related experience in Travel or Airlines industry. You have good knowledge of principles of online travel systems and strong background in Reservations and Ticketing.

You will have up to date knowledge of current e commerce processes and procedure. You are pro-active, energetic and passionate customer service. You have excellent communication skills at all levels. Fluency in English is an essential requirement. You have good inter-personal skills and able to work under pressure.

About the Company

Qatar Airways is proud to be one of the youngest global airlines to serve all six continents, and thanks to our customers’ response to our offerings, we are also the world’s fastest-growing airline. We connect more than 150 destinations on the map every day, with a fleet of the latest-generation aircraft, and an unrivalled level of service from our home and hub, the Five-star airport, Hamad International Airport in Doha, the State of Qatar.

Travel today involves a mix of short, medium and long-haul segments, with more people travelling than ever before. With the breadth of network coverage today, virtually no destination is unreachable. This is why the commitment to service is paramount; as our guests are travelling farther and more frequently than ever before, the experience on board is an important part of the journey itself.

Since our launch in 1997, Qatar Airways has earned many awards and accolades, becoming one of an elite group of airlines worldwide to have earned a 5-star rating by Skytrax. Voted Airline of the Year by Skytrax in 2011, 2012, 2015 and most recently in 2017, Qatar Airways has won the confidence of the travelling public. We have accomplished these goals by focusing on the details – how we run the business, and how you experience our airline.