Airline Specialist

Wipro Technologies; Cebu City; On-site; PHP 223,000 - 391,000; Full time

Job summary

Wipro Limited is seeking a customer service professional to provide effective support for reservations and loyalty programs. The role requires handling inbound and outbound calls, documenting profiles, and ensuring issue resolution within SLA guidelines.

Strong English communication, a neutral accent, and the ability to multitask across systems are essential. The position is based in Cebu City with a requirement to work in shifts, including weekends and holidays.

Qualifications

• Strong customer service mindset
• Proficient in MS Office
• Typing speed 40 wpm with high accuracy
• Excellent spoken and written English
• Neutral/non-distracting accent
• Ability to understand airline policies and travel procedures
• Strong problem-solving and multitasking abilities

Responsibilities

• Handle inbound and outbound calls from customers worldwide
• Support reservations and loyalty programs
• Document customer profiles and reservations accurately
• Provide service recovery and escalate to supervisors as needed
• Resolve issues on first contact whenever possible
• Adhere to company policies including Information Security

Skills

MS Office

Typing 40 wpm

Excellent English

Neutral accent

Empathy

Problem solving

Team player

Attention to detail

Multi-system experience

Call center experience

Education

Four-year degree

Two-year college completed

Tools

AI awareness

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

PRINCIPAL RESPONSIBILITIES

• Handle inbound and outbound calls from customers worldwide
• Support all lines of business, including but not limited to reservations and loyalty membership
• Provide service recovery when errors occur or elevate to a supervisor when required
• Accurately document customer profiles and reservations
• Handle customer complaints and aim to resolve issues on the first contact
• Stay informed of and comply with all company policies and procedures, including Information Security

Management System requirements

• Keep company and customer information confidential and secure
• Maintain data privacy, confidentiality, and compliance with security and customer verification requirements

SKILLS REQUIRED

• Working knowledge of computers, MS office skills, Understanding of AI
• 40 w.p.m typing skill with 90% accuracy
• Good understanding of customer service and experience
• Excellent spoken English and written communication skills.
• No Regional Accent, Neutral Accent
• Critical thinking and context understanding for complex scenarios
• Good communication, articulation without literal translation
• Correct construction of sentences
• Excellent listening skills and learning skills
• Team player
• Clear understanding of job profile applied for
• Ability to understand and apply airline policies, travel procedures, and customer service guidelines
• Strong attention to detail when handling reservations, customer profiles, travel dates, and service requests
• Ability to multitask across systems while maintaining professional customer interaction
• Demonstrates empathy, patience, and ownership when handling complaints or service recovery situations
• Strong problem-solving skills with the ability to make sound decisions in time-sensitive travel scenarios
• Flexible to work rotational shifts, weekends, holidays, and peak travel periods as required
• Leadership skills (not a critical parameter but would be an add-on

CANDIDATE SPECIFICATIONS

• Graduate of a four-year course Fresh graduates, without call center experience, must have CEFR C1 proficiency. Experience in other industries may also be considered.
• Undergraduates must have completed at least two years of college with no back subjects. Candidates must have at least six months of voice call center experience and CEFR C1 proficiency. The six months of experience must be recent and cumulative. Call center experience older than one year or split into two- to three-month periods over two years will not be considered.

Deliver

No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Customer Service( Reservation).Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Information at a Glance

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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.