Current Opportunities

QR15630 - Sales Support Coordinator | Qatar Airways | Melbourne

Organisation: Qatar Airways
Job Function: Commercial
Division: Commercial (Division)
Employment Type: Full Time - Permanent
City: Asia Pacific | Australia | Melbourne
Last date of application: 05-Jan-2018

Qatar Airways

Welcome to a world where ambitions fly high

From experienced pilots to dynamic professionals embarking on new careers, Qatar Airways is searching for talented individuals to join our award-winning team.

We take pride in our people—a dynamic and culturally diverse workforce is essential to why we are one of the finest and fastest growing airlines in the world.

We offer competitive compensation and benefit packages.

About Your Job:

As the Sales Support Coordinator, you will be responsible to assist with the operation of sales support staff, including delegation of duties and tasks, supporting the Commercial Manager. You will be responsible for managing and developing relationships with Qatar Airways' Corporate / Leisure customers and leading sales support agents' performance plus interfacing with various other departments within QR. You will be accountable for keeping the accounts updated for audit purposes and database records, as well as assist the Commercial Manager and Sales Force in maximising revenue contribution to exceed AU/NZ revenue targets.



  • Management of the call centre system to ensure it functions efficiently and therefore provides effective technical support to the Sales Force
  • Provide input and suggestions on KPI structure to the the manager, supported by consistent and regular review process, to include call monitoring and training as needed.
  • Initiate and implement improvements  to the broader sales support area, e.g. adding/enhancing/developing policies and procedures, interactions with the trade, reporting and business development
  • Provide timely and accurate reporting to QR Management
  • Be the point of escalation within the sales support team
  • Participate and help coordinate staff coverage in exhibitions/promotions for agents, plus workshops/events organized by QR with external partners.
  • Support Commercial Manager with administrative, sales and marketing activities, duty travel tickets and other requests
  • Develop rapport and facilitate trade and corporate Travel Management Company queries regarding reservations bookings/confirmations, private fares and special booking requirements
  • Lead team to ensure they adopt a professional telephone manner when handling trade enquiries, such as revalidations, reissue and fare matters within a stipulated time frame 
  • Support sales teams in management and education of airline inventory abuse
  • Oversee QR plate applications from agents
  • Manage and oversee agency debit memo's/alerts, process and reports,correspondence with agents and QR Finance for disputed agency debit memos
  • Manage travel agents's customer relations matters, dispute cases and liaise with DOH CRM team to resolve issues
  • Manage monthly airline discount and industry report and ensure travel request is in compliance with QR policies
  • Support India customer call centre queries during transition period
  • Management of waivers, refund requests from travel agents, ensuring they are eligible. Identify trends and implement solutions to reduce reoccurence of waiver requests
  • Provide sales force with flight load status productivity report and forward booking outlook
  • Provide other airline marketing intelligence to Sales force and Commercial Manager 
  • Perform other department duties related to the position as directed

 Management & Leadership

  • Prepare staff roster to ensure proper distribution and optimum utilization of manpower on weekly basis
  • Brief Sales Support team to keep them updated with relevant changes in the industry and R product/services
  • Support team member auctioning group requests with input and guidance
  • Supervise Sales Support team and lead by example. Ensure quality of work meets QR standard
  • Encourage and motivate Sales Support team to achieve positive contribution to Sales force
  • Provide on-going training and coaching to Sales Support team and new employees
  • Responsible for ensuring all work is completed efficiently on schedule
  • Provide input and guidance to Sales Support teams to assist them to achieve their KPI and performance reviews
  • Analyse sales and deal performance of customers, as required, identifying and addressing shortfalls, by formulating solutions with Commercial Manager


About You:

To be successful in this role, you will need a relevant Vocational, Tertiary or Trade qualification, with a minimum of 4 years' relevant experience. You should also have the following skillsets:

  • Good customer service skills and telephone manners
  • Ability to work as a team
  • Good verbal and written communication and interpersonal skills
  • Customer fronting experience
  • Excellent relationship building skills
  • Good organizational skills
  • Knowledge of Amadeus
  • Capability to understand QR's vision and strategies



Note: you will be required to attach the following:
1. Resume / CV

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