As a Customer Service Representative for the Airline Account, you will handle inquiries related to flight bookings, cancellations, refunds, baggage policies, check-in procedures, loyalty programs, and other airline services. You will ensure excellent customer experience while adhering to airline regulations and service standards.
Key Responsibilities:
- Assist customers via phone, email, or chat regarding flight reservations, rebookings, and cancellations
- Provide accurate information on airline policies (baggage, travel restrictions, seating, etc.)
- Process ticket changes, refunds, vouchers, or special requests
- Handle escalations related to flight delays, lost baggage, or denied boarding professionally
- Promote customer loyalty programs, travel insurance, or value-added services if applicable
- Meet performance KPIs (AHT, CSAT, FCR, etc.) and quality metrics
- Maintain confidentiality and ensure compliance with aviation and data protection standards
- Coordinate with internal teams for complex cases or backend processing
Qualifications:
- Senior High School graduate or at least 2 years in college
- BPO experience preferred (especially in travel, GDS, or airline account)
- Strong English communication skills (written and verbal)
- Familiarity with airline systems (e.g., Sabre, Amadeus, Galileo) is a plus
- Willing to work night shifts, weekends, and holidays
- Amenable to on-site work in Cebu IT Park
Job Types: Full-time, Permanent
Benefits:
- Health insurance
- Life insurance
- Paid training
Schedule:
- 8 hour shift
- Night shift
Supplemental Pay:
- 13th month salary
- Performance bonus
Education:
- Senior High School (Required)
Experience:
- Customer Service Representative: 1 year (Required)
- Sabre: 1 year (Preferred)
- Amadeus : 1 year (Preferred)
- Galileo: 1 year (Preferred)
Work Location: In person