Airline Specialist - CSR

PM Consulting; Cebu City; On-site; PHP 201,000 - 312,000; Full time

Job summary

PM Consulting is seeking an Airline Specialist – CSR to deliver exceptional support to airline customers on reservations, changes, cancellations, and baggage inquiries. The role emphasizes accurate information, empathy, and a positive customer experience across travel-related concerns.

The successful candidate will handle bookings, changes, and ticketing, while adhering to airline policies and quality standards. Flexibility for shifting schedules and a fast-paced environment is required.

Qualifications

• 1 year in customer service, travel, airline, or BPO environment preferred.
• Experience supporting an airline, travel, hospitality, or related account is an advantage.
• Strong customer service orientation with excellent communication skills.
• Excellent verbal and written English communication.

Responsibilities

• Handle inbound and/or outbound customer interactions related to airline and travel services.
• Assist customers with flight reservations, booking modifications, cancellations, rebooking, and ticketing concerns.
• Provide accurate information regarding flight schedules, fares, policies, baggage allowances, and travel requirements.
• Handle customer concerns related to flight delays, cancellations, missed connections, and schedule changes.
• Assist with baggage-related concerns, including lost, delayed, or damaged baggage inquiries.
• Process changes, refunds, credits, and other applicable transactions in accordance with airline policies.
• Navigate airline reservation and customer service systems to access and update customer information.
• Resolve customer issues efficiently while maintaining a professional and empathetic approach.
• Ensure accurate documentation of customer interactions, transactions, and resolutions.
• Follow airline policies, procedures, quality standards, and applicable security and compliance requirements.
• Meet established quality, productivity, customer satisfaction, and service-level targets.
• Escalate complex or sensitive customer concerns to the appropriate support team.
• Stay updated on airline policies, promotions, procedures, and system updates.
• Participate in training, coaching, and performance improvement activities.
• Perform other customer service and airline support duties as assigned.

Skills

Customer service

Communication

English proficiency

Conflict resolution

Multitasking

Job description

We are looking for a customer-focused and service-oriented Airline Specialist – CSR to provide exceptional support to airline customers across various travel-related concerns. The successful candidate will assist customers with reservations, flight changes, cancellations, baggage concerns, and other travel inquiries while ensuring accurate information and a positive customer experience.

Key Responsibilities

• Handle inbound and/or outbound customer interactions related to airline and travel services.
• Assist customers with flight reservations, booking modifications, cancellations, rebooking, and ticketing concerns.
• Provide accurate information regarding flight schedules, fares, policies, baggage allowances, and travel requirements.
• Handle customer concerns related to flight delays, cancellations, missed connections, and schedule changes.
• Assist with baggage-related concerns, including lost, delayed, or damaged baggage inquiries.
• Process changes, refunds, credits, and other applicable transactions in accordance with airline policies.
• Navigate airline reservation and customer service systems to access and update customer information.
• Resolve customer issues efficiently while maintaining a professional and empathetic approach.
• Ensure accurate documentation of customer interactions, transactions, and resolutions.
• Follow airline policies, procedures, quality standards, and applicable security and compliance requirements.
• Meet established quality, productivity, customer satisfaction, and service-level targets.
• Escalate complex or sensitive customer concerns to the appropriate support team.
• Stay updated on airline policies, promotions, procedures, and system updates.
• Participate in training, coaching, and performance improvement activities.
• Perform other customer service and airline support duties as assigned.

Qualifications

• At least 1 year of experience in a customer service, travel, airline, or BPO environment is preferred.
• Experience supporting an airline, travel, hospitality, or related account is an advantage.
• Strong customer service orientation with excellent communication skills.
• Excellent verbal and written English communication skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to handle customer concerns professionally, especially in high-pressure situations.
• Comfortable navigating multiple systems and applications while assisting customers.
• Strong attention to detail and accuracy when handling reservations and customer information.
• Ability to work in a fast-paced, target-driven environment.
• Willingness to work on shifting schedules, weekends, holidays, and/or night shifts based on business requirements.