Customer Service for Airline Account - Dayshift

TORCH Solutions; Quezon City; On-site; PHP 279,000 - 424,000; Full time

Job summary

Torch Solutions in Quezon City, Metro Manila, is hiring a Customer Service representative for an Airline Account – Dayshift. This full-time role delivers high-quality customer support to an airline client.

You will be the first point of contact, handling inquiries by phone, email and chat, providing flight information, processing special service requests, and maintaining records. You’ll work to meet performance targets and collaborate with teams to ensure smooth service delivery.

Qualifications

• HS/SHS graduate with 1 year GDS experience.
• Experience in airline, travel or hospitality customer service.
• Excellent communication skills to explain complex information clearly.
• Fluency in English; additional languages preferred.

Responsibilities

• Handle inquiries via phone, email and chat in a professional and timely manner.
• Provide accurate information regarding flights, bookings, reservations and airline policies.
• Process special service requests such as meal preferences, wheelchair assistance and unaccompanied minor arrangements.
• Resolve customer complaints and concerns with empathy and efficiency, escalating issues when necessary.
• Maintain detailed and accurate records of all customer interactions in the company's systems.
• Adhere to quality standards, scripts and procedures whilst maintaining a personal touch in all communications.
• Meet or exceed key performance indicators including call handling time, first-call resolution and customer satisfaction ratings.
• Collaborate with team members and other departments to ensure seamless customer service delivery.
• Stay updated on airline policies, procedures, system changes and industry developments.

Skills

Customer service

Communication skills

Problem solving

Multitasking

Empathy

Active listening

English fluency

Education

High school diploma

HS/SHS graduate

Job description

We are seeking a Customer Service representative for an Airline Account - Dayshift to join our dynamic team in Quezon City, Metro Manila. This is a full-time position that plays a crucial role in delivering outstanding customer support to our airline industry client. As a Customer Service representative, you will be the first point of contact for customers, providing prompt, professional and courteous assistance while maintaining the highest standards of service excellence. This role is essential to our airline client's reputation and success, ensuring that every customer interaction reflects our commitment to quality and customer satisfaction.

Key responsibilities

• Handle incoming customer enquiries via phone, email and chat in a professional and timely manner
• Provide accurate information regarding flights, bookings, reservations and airline policies

• Process special service requests such as meal preferences, wheelchair assistance and unaccompanied minor arrangements
• Resolve customer complaints and concerns with empathy and efficiency, escalating issues when necessary
• Maintain detailed and accurate records of all customer interactions in the company's systems
• Adhere to quality standards, scripts and procedures whilst maintaining a personal touch in all communications
• Meet or exceed key performance indicators including call handling time, first-call resolution and customer satisfaction ratings
• Collaborate with team members and other departments to ensure seamless customer service delivery
• Stay updated on airline policies, procedures, system changes and industry developments

What we're looking for

• At least HS/SHS Graduate + 1 year GDS Experience
• Proven experience in customer service, preferably in the airline, travel or hospitality industry
• Excellent communication skills with the ability to explain complex information clearly and professionally
• Strong problem-solving abilities with a customer-centric approach to resolving issues
• Proficiency in using computer systems and contact centre software platforms
• Ability to multitask efficiently whilst maintaining composure in a fast-paced environment
• Patience, empathy and genuine interest in helping customers achieve positive outcomes
• Excellent listening skills and attention to detail
• Flexibility to work rotating shifts and adapt to changing priorities
• High school diploma or equivalent; additional qualifications in customer service or hospitality are advantageous
• Fluency in English is essential; additional language proficiency is preferred