Primary Responsibilities:

• Oversees and manages the performance of Customer Care Agents and ensures promptness and quality of service delivered to airline customers on social media, web form, call center and walk-in;
• Analyzes customer feedback and data including online sentiments, and provide strategic direction to continuously improve overall rating of customer experience on social media and other channels of communication with the guests;Ensures that approved quality standards and procedures are practiced and attained.
• Provides feedback to subordinates and third party service providers on performance updates and evaluation sessions; and
• Champions the customer proposition by coordinating and supporting the delivery of an integrated customer service approach on the day of operations, protecting the Cebu Pacific brand and image.

Basic Qualifications:

• Graduate of a bachelor's degree
• Has previously led, managed and developed a team
• Must be a computer literate
• Experience in customer service is a plus.
• Experience working in social media platforms is a plus