Customer Service Representative (Email Support – Airline)

Filweb Asia Inc.; San Pedro; On-site; PHP 223,200 - 279,000; Full time

Job summary

Filweb Asia Inc. is seeking a Customer Service Representative for Email Support. The role involves handling customer inquiries regarding flight bookings, cancellations, and travel documentation. Ideal candidates will be recent graduates with exceptional written English skills and a passion for travel. A strong attention to detail and the ability to work in a 24/7 rotating shift environment are essential. Join us to provide outstanding service to travelers worldwide.

Qualifications

• Open to Fresh Graduates of any 4-year course, advantageous if in Tourism or Hospitality.
• Ability to learn complex Airline Reservation Systems during training.
• Availability to work in a 24/7 rotating shift environment.

Responsibilities

• Handle inbound inquiries via email, providing personalized solutions.
• Process re-bookings, cancellations, and flight changes.
• Guide passengers through international travel requirements.

Skills

Exceptional written English skills

Technical aptitude in Airline Reservation Systems

Detail-oriented

Proactive learner with a can-do attitude

Education

Any 4-year course.

Degrees in Tourism, Hospitality, Communications, or Business

Job description

Customer Service Representative (Email Support – Airline)

Position Summary

We are looking for a dedicated Customer Service Representative to join our Email Support team. You will serve as the voice, providing 5-star service to passengers worldwide. This role requires a perfect blend of professional writing skills, technical accuracy in flight bookings, and a genuine passion for helping travelers.

Key Responsibilities

• Passenger Correspondence: Handle inbound inquiries via email, providing personalized solutions for flight bookings, seat selections, and meal requests.
• Flight & Fare Management: Process re-bookings, cancellations, and flight changes according to airline fare rules and commercial policies.
• Travel Documentation: Guide passengers through international travel requirements, including visa rules, baggage allowances, and health protocols.
• Conflict Resolution: Professionally manage complaints regarding flight disruptions, delays, or lost baggage, turning negative experiences into positive outcomes.
• Loyalty Support: Assist members of our frequent flyer program with account management and points redemption.

Required Qualifications

Qualifications & Skills

• Education: Open to Fresh Graduates of any 4-year course. Degrees in Tourism, Hospitality, Communications, or Business are a significant advantage.
• Communication: Exceptional written English skills (grammar, spelling, and professional tone).
• Technical Aptitude: Tech-savvy and capable of learning complex Airline Reservation Systems (GDS like Amadeus or Sabre) during the training period.
• Detail-Oriented: Ability to handle passenger information and flight codes with 100% accuracy.
• Attitude: A proactive learner with a strong “can-do” attitude and a passion for the travel and aviation industry.
• Shifts: Availability to work in a 24/7 rotating shift environment (including weekends and holidays).
• Performance: Ability to meet response-time targets (SLAs) while maintaining high customer satisfaction scores.
• Standards: Adherence to premium hospitality standards and strict response-time targets (SLAs).