Primary Responsibilities:

• Provide excellent customer service and engagement through different channels such as social media, web form, walk-in clients and phone calls to help optimize the customers’ travel experience and to retain them.
• Attend to guest inquiries, complaints and all other requests through the team’s Service Cloud system, emails, demand letters, endorsements, and/or other forms of communications where in guest may have express his concern.
• Operate the Skyspeed system calling out guests on disrupted flights, assisting guests, following instructions from supervisors and communicating effectively with other team members.
• Work with Customer Care Team Leaders, Managers and Directors to regularly review types of customer requests and agent service quality to improve existing processes or structure.
• Collaborate with other departments, whenever necessary, to handle complex escalation cases and elevate the service quality of the airline.

Basic Qualifications:

• Must be a college graduate of any four-year course
• Experience in customer handling or airport front line operational experience is a plus.
• Experience working in social media platforms is a plus
• Must have a valid work visa or legal authorization to work in the Philippines