Customer Service Agent - Travel Account

dnata Travel Inc.; Mabalacat; On-site; PHP 279,000 - 424,000; Full time

Job summary

dnata Travel Inc. in Clark, Pampanga is seeking a customer service specialist to provide first-call resolution for guest inquiries in Korean, Mandarin, Japanese, and English across reservations, ticketing, and refunds.

You will navigate Amadeus, Comarch, Salesforce, and Microsoft Dynamics to assist customers. The role requires at least 6 months in customer service, a high school diploma (college degree preferred), and willingness to relocate to Clark.

Qualifications

• High School Diploma / GED required (College Degree preferred).
• Minimum 6 months of experience in Customer Service.
• Willingness to relocate to Clark, Pampanga.
• Fluent in spoken Mandarin, Korean, Japanese, and English; strong written English.
• Training or GDS experience is a plus.
• Excellent interpersonal, analytical and problem-solving skills.
• Proficient in MS Office applications (Word & Excel).
• Willing to work in shifting schedules, public holidays and weekends.
• Typing speed of at least 30 wpm.

Responsibilities

• Provide first call resolution for guest inquiries in Korean, Mandarin, Japanese, and English across reservations, ticketing, reissuance, refunds, and related services.
• Process and navigate Etihad Website, Amadeus, Comarch, Salesforce, and Microsoft Dynamics to support inquiries.
• Handle first-level complaints via multiple channels and provide resolutions when possible.
• Conduct service recovery for multilingual calls (Mandarin, Korean, Japanese, English).
• Stay updated on products, policies, and procedures to ensure accurate information.
• Achieve individual targets for revenue, productivity and customer service.
• Maintain data protection and confidentiality for staff and customers.
• Support other departments as required and escalate issues to Team Leader when needed.

Skills

Mandarin

Korean

Japanese

English

Education

High School Diploma / GED

College Degree preferred

Tools

Amadeus

Comarch

Salesforce

Microsoft Dynamics (Pulse)

Etihad Website navigation

MS Office (Word & Excel)

Job description

Minimum requirements:

• Applicants must be willing to work and relocate in Clark, Pampanga

• High School Diploma / GED required (College Degree is preferred)

• Must have at least 6 months of experience in Customer Service.

• Have a positive attitude to delivering excellence in customer service in a contact centre environment

• Training or GDS experience is a plus

• Fluent in spoken language (Mandarin, Korean, Japanese, and English). Good with written English communication skills.

• Strong analytical and problem-solving skills

• Basic technical skills—able to navigate through computer and web application with ease

• Good interpersonal skills with positive, empathetic, and upbeat personality

• Proficient in MS Office applications i.e. word and excel.

• Excellent computer skills—able to navigate through computer and web application with ease

• As business need, you must be willing to work on shifting schedules, public holidays, and weekends.

• Typing skills with minimum 30wpm

Key Responsibilities and Accountabilities

• Provide first call resolution for all guest enquiries (i.e. Korean, Mandarin, Japanese & English languages) and provide support to the Etihad website inquiry and other related products/services.

• Provide technical expertise in Reservations, Ticket issuance, Reissuance and Refund via different channels (Inbound call, emails, and etc)

• Process, action request and navigation expertise of Etihad Website, Amadeus, Comarch, Salesforce, Microsoft Dynamics (Pulse) and Etihad Reward Shop and any other relevant Airline applications

• Handle 1st level of complaint via different channels (Inbound call, emails and etc) and provide resolution whenever available.

• Conduct Service Recovery for Language Calls, i.e. Mandarin, Korean, Japanese, and English.

• Conducts Call translation and provides support to Quality and Operations in case of complaint investigation.

• Keep up to date on products, services, policies, and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.

• Achieve individual revenue, productivity, and customer service targets to support delivery of team/departmental targets.

• Maintain data protection and confidentiality for both staff and customers.

• Support other departmental functions as required (e.g. Global Service Support, BUSOL, Refunds, Market Sales Support etc.

• Identify and escalation priority issues to a Team Leader, when necessary, to uphold quality of service to all Contact Centre customers

• Be able to analyze travel-related data and provide analysis and intelligence to internal customers

• Identify potential issues with bookings that impact the business bottom line based on known red flags

• Acts on crisis management during untoward incidences pertaining to any product sold by the department.

• Stay fully knowledgeable on all aspects of each Contact Centre account. Subject matters include but are not limited to revised Standard Operating Procedures, new products, and promotional campaigns.