Airline Customer Service Representative - Dayshift

Talent Outsourcing Channel Solutions; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Talent Outsourcing Channel Solutions is seeking an Airline Customer Service Representative - Dayshift in Quezon City, Metro Manila. This full-time role focuses on outbound/inbound calls to discuss outstanding accounts and negotiate payment arrangements, while maintaining compliance and delivering professional service.

Responsibilities include documenting interactions in CRM, meeting daily targets, and handling billing inquiries with empathy and a solutions-focused approach.

Qualifications

• Proven experience in a customer service, collections or call centre environment.
• At least HS/SHS Grad + 1 year GDS Experience.

Responsibilities

• Conduct outbound and inbound customer calls to discuss outstanding accounts and negotiate payment arrangements.
• Follow established collections protocols and procedures whilst maintaining compliance with all relevant regulations.
• Accurately document all customer interactions and payment commitments within the appropriate systems.
• Work towards achieving daily and monthly collection targets and performance metrics.
• Handle customer enquiries regarding billing, account status and payment options with professionalism.
• Attempt to resolve customer concerns and objections in a diplomatic and solution-focused manner.
• Maintain detailed and accurate records of all collection activities and outcomes.
• Report on collections performance, including metrics such as collection rates and call volumes.
• Collaborate with colleagues and supervisors to share best practices and improve team performance.
• Adhere to all company policies, quality standards and code of conduct requirements.

Skills

Customer service

GDS experience

Communication skills

Empathy

Target-driven

CRM software

Education

HS/SHS graduate

Tools

CRM systems

Job description

About the role

Talent Outsourcing Channel Solutions is seeking a dedicated Airline Customer Service Representative - Dayshift to join our dynamic call centre and customer service team. This is a full-time position based in Quezon City, Metro Manila. In this role, you will be at the forefront of our collections operations, managing customer interactions with professionalism and empathy whilst working towards achieving collection targets. You will play a vital part in maintaining positive customer relationships whilst ensuring effective debt recovery processes are followed. This position offers the opportunity to develop valuable customer service and collections expertise within a professional and supportive environment.

Key responsibilities

• Conduct outbound and inbound customer calls to discuss outstanding accounts and negotiate payment arrangements
• Follow established collections protocols and procedures whilst maintaining compliance with all relevant regulations
• Accurately document all customer interactions and payment commitments within the appropriate systems
• Work towards achieving daily and monthly collection targets and performance metrics
• Handle customer enquiries regarding billing, account status and payment options with professionalism
• Attempt to resolve customer concerns and objections in a diplomatic and solution-focused manner
• Maintain detailed and accurate records of all collection activities and outcomes
• Report on collections performance, including metrics such as collection rates and call volumes
• Collaborate with colleagues and supervisors to share best practices and improve team performance
• Adhere to all company policies, quality standards and code of conduct requirements

What we're looking for

• Proven experience in a customer service, collections or call centre environment; At least HS/SHS Grad + 1 year GDS Experience
• Strong verbal communication skills with the ability to articulate clearly and professionally
• Excellent listening skills and the ability to understand customer needs and concerns
• Demonstrated ability to remain calm, patient and empathetic when handling difficult customer interactions
• High level of resilience and motivation with the ability to meet targets and deadlines consistently
• Strong organisational and time management skills with the ability to multitask effectively
• Proficiency in using computer systems, databases and customer relationship management (CRM) software
• Ability to work flexibly during dayshift hours, including early morning starts
• Strong attention to detail with accuracy in data entry and record-keeping
• A professional approach to customer interactions with a commitment to delivering excellent service
• Preferably, experience in debt collection, financial services or accounts management

What we offer

Talent Outsourcing Channel Solutions is committed to providing a supportive and rewarding workplace for our employees. We offer competitive remuneration commensurate with experience and qualifications, including performance-based incentives for those who excel in achieving collection targets. We provide ongoing training and professional development opportunities to enhance your skills and career progression within the collections and customer service industry. Our comprehensive benefits package includes health insurance coverage and employee wellness initiatives designed to support your physical and mental wellbeing. We foster a collaborative and inclusive team environment where your contributions are valued and recognised. We also offer flexible working arrangements where possible and opportunities for career advancement within our growing organisation. We are an equal opportunities employer and welcome applications from all qualified candidates.

About us

Talent Outsourcing Channel Solutions is a leading outsourcing and customer service provider specialising in call centre operations and collections management. With a strong commitment to excellence and customer satisfaction, we deliver high-quality services to our clients across various industries. Our mission is to provide exceptional outsourcing solutions whilst creating a positive and professional workplace for our employees. We pride ourselves on our innovative approach to problem-solving, our dedication to compliance and regulatory standards, and our investment in developing our team members. As a growing organisation, we continue to expand our capabilities and service offerings, making us an exciting place to build a career in customer service and collections.