Airline Customer Care Specialist - Dayshift, Full-Time

TORCH Solutions; Quezon City; On-site; PHP 279,000 - 424,000; Full time

Job summary

Torch Solutions in Quezon City, Metro Manila, is hiring a Customer Service representative for an Airline Account – Dayshift. This full-time role delivers high-quality customer support to an airline client.

You will be the first point of contact, handling inquiries by phone, email and chat, providing flight information, processing special service requests, and maintaining records. You’ll work to meet performance targets and collaborate with teams to ensure smooth service delivery.

Qualifications

• HS/SHS graduate with 1 year GDS experience.
• Experience in airline, travel or hospitality customer service.
• Excellent communication skills to explain complex information clearly.
• Fluency in English; additional languages preferred.

Responsibilities

• Handle inquiries via phone, email and chat in a professional and timely manner.
• Provide accurate information regarding flights, bookings, reservations and airline policies.
• Process special service requests such as meal preferences, wheelchair assistance and unaccompanied minor arrangements.
• Resolve customer complaints and concerns with empathy and efficiency, escalating issues when necessary.
• Maintain detailed and accurate records of all customer interactions in the company's systems.
• Adhere to quality standards, scripts and procedures whilst maintaining a personal touch in all communications.
• Meet or exceed key performance indicators including call handling time, first-call resolution and customer satisfaction ratings.
• Collaborate with team members and other departments to ensure seamless customer service delivery.
• Stay updated on airline policies, procedures, system changes and industry developments.

Skills

Customer service

Communication skills

Problem solving

Multitasking

Empathy

Active listening

English fluency

Education

High school diploma

HS/SHS graduate

Job description

Torch Solutions in Quezon City, Metro Manila, is hiring a Customer Service representative for an Airline Account – Dayshift. This full-time role delivers high-quality customer support to an airline client.

You will be the first point of contact, handling inquiries by phone, email and chat, providing flight information, processing special service requests, and maintaining records. You’ll work to meet performance targets and collaborate with teams to ensure smooth service delivery.