Primary Duties & Responsibilities

Behavioral Training

• Serve as a certified trainer for CEBWay and other behavioral training programs
• Manage logistics for customer service training sessions and related activities.
• Facilitate the dissemination of customer service best practices and ensure alignment with company standards.
• Contribute to continuous improvement initiatives by analyzing feedback and training results.
• Support the development, implementation, and communication of customer service programs, cascades, and initiatives.
• Data Management
• Responsible for data gathering, presentation, and analysis of all customer feedback and focused-group discussion information.
• Assist in the preparation of reports and dashboards related to customer service performance.
• Contribute to continuous improvement initiatives by analyzing feedback and training results.
• Collaborate with various departments to enhance customer service delivery through training and data insights.

Qualifications

• Must be a college graduate of any four-year course.
• Additional certifications or training in airline operations or customer service is advantageous.
• Over 1-4 years of relevant experience in airline or customer service industries focusing on behavioral training.
• Proficiency in dashboard/report management, data collection, and analysis.
• Must have a valid work visa or legal authorization to work in the Philippines
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