Job Purpose: 

To attend to guest calls and provide first call resolution ensuring compliance with set standards and procedures in order to optimise guest satisfaction and achieve revenue and customer service individual targets. 

Minimum Requirements: 

• Applicants must be willing to work and relocate to Clark, Pampanga. 
• Applicants must be a Filipino citizen or have a relevant residence status 
• High School Diploma/GED required (College Degree is preferred) 
• Must have more than 1 year of experience in Customer Service, preferably as a Mandarin, Cantonese or Korean Speaker 
• Preferably with Travel/airline background acquired from a job experience in a Contact Centre, airport or any related 
• Knowledge of contact centre operations 
• Training in Sabre reservation or ticketing is a plus 
• Must be fluent in written and spoken Mandarin, Cantonese or Korean language; Good English communication skills 
• Strong analytical and problem-solving skills 
• With the basic technical skills—able to navigate through computer and web application with ease 
• Good interpersonal skills with positive, empathetic, and upbeat personality 
• Willing to work and transfer in Clark Pampanga 

Key Responsibilities and Accountabilities: 

• Provide first call resolution for all guest enquiries and OBE (online booking engine support) through application of technical expertise in reservations, ticket issuance and re-issuance. 
• Comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for inbound calls across all markets/functions in order to ensure customer confidence, satisfaction and loyalty. 
• Keep up to date on products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills. 
• Achieve individual revenue and customer service targets to support delivery of team/departmental targets. 
• Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes. 
• Maintain data protection and confidentiality for both staff and customers. 
• Support other departmental functions as required (e.g. ticketing & E-Services desk, pre-flight checks, service desk, etc.) 
• Other tasks may be assigned 

Key Competencies: 

• Customer service  
• Results focused 
• Interpersonal skills 
• Planning & organizing 
• Communication 
• Operation of equipment & technology 

Please refer to job description.