Airline Customer Support Specialist (Non-Voice) Email/Chat

TORCH Solutions; Cagayan de Oro; On-site; PHP 201,000 - 312,000; Full time

Job summary

TORCH Solutions is seeking a Customer Service Representative for the Pioneer Airline Account to join our dynamic team in Cagayan de Oro, Misamis Oriental. This full-time role handles non-voice customer interactions via email, chat, and other channels, delivering prompt, professional support to airline clients and passengers.

You will work to resolve inquiries, provide flight information, process bookings and adjustments, and document all interactions in the ticketing system.

Qualifications

• High school diploma or equivalent; college degree is preferred.
• Proven customer service experience in a call centre or contact centre environment.
• Excellent written communication with clear, professional messages.
• Strong typing speed and accuracy across multiple software systems.

Responsibilities

• Respond to customer inquiries via email, chat, social media and other non-voice channels.
• Provide accurate information on flight bookings, schedules, policies and airline services.
• Process requests including booking changes, refunds, cancellations and special service arrangements.
• Document all interactions in the ticketing system to ensure continuity.
• Troubleshoot and resolve issues, escalating complex matters as needed.
• Maintain knowledge of Pioneer Airline policies and promotions.
• Identify opportunities to upsell or cross-sell services while maintaining satisfaction.
• Meet or exceed daily and monthly performance targets.

Skills

Excellent written communication

Strong typing speed

Customer-centric mindset

Multitasking

Attention to detail

English proficiency

Education

High school diploma or equivalent

College degree (preferred)

Tools

Ticketing system

CRM software

Job description

TORCH Solutions is seeking a Customer Service Representative for the Pioneer Airline Account to join our dynamic team in Cagayan de Oro, Misamis Oriental. This full-time role handles non-voice customer interactions via email, chat, and other channels, delivering prompt, professional support to airline clients and passengers.

You will work to resolve inquiries, provide flight information, process bookings and adjustments, and document all interactions in the ticketing system.