Customer Service Representative - Travel Account

dnata; Central Luzon; On-site; PHP 335,000 - 502,000; Full time

Job summary

dnata in Clark, Pampanga is hiring for a multilingual Customer Service role in a busy contact centre. You will handle guest inquiries in Korean, Mandarin, Japanese, and English, process reservations, ticketing, and refunds, and use systems like Amadeus, Comarch, Salesforce and Microsoft Dynamics to support customers.

Ideal candidates have at least 6 months in customer service, strong English writing, 30 wpm typing, and are willing to work shifts, including weekends and holidays, with relocation

Qualifications

• High School Diploma / GED required (College Degree preferred).
• Minimum 6 months of customer service experience.
• Fluent in Mandarin, Korean, Japanese and English; strong written English.
• Strong analytical and problem-solving abilities.
• Basic technical skills; able to navigate computers and web apps.
• Typing speed of at least 30 wpm.
• Willing to relocate to Clark, Pampanga and work shifts, including holidays/weekends.

Responsibilities

• Provide first call resolution for guest inquiries in Korean, Mandarin, Japanese and English.
• Support reservations, tickets, reissuance and refunds via various channels.
• Navigate Etihad systems and tools (Amadeus, Comarch, Salesforce, Microsoft Dynamics).
• Handle first-level complaints and resolve where possible.
• Conduct language-based service recovery (Mandarin, Korean, Japanese, English).
• Assist quality/operations with translation during investigations.
• Stay updated on products, policies, and procedures; enhance technical skills.
• Meet individual revenue, productivity and customer service targets.
• Maintain data protection and confidentiality.
• Support other departments as required; escalate issues to Team Leader when needed.
• Analyze travel-related data and provide insights to internal customers.
• Identify booking issues that impact the business and flag red flags.
• Crisis management during incidents related to department products.
• Remain knowledgeable on all account aspects, SOPs, products, and campaigns.

Skills

Customer service experience

Multilingual ability

Analytical skills

Problem-solving skills

Interpersonal skills

Typing 30 wpm

MS Office proficiency

Willingness to work shifts

Education

High School Diploma / GED (College Degree preferred)

Tools

Amadeus

Comarch

Salesforce

Microsoft Dynamics Pulse

Job description

• 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, preferably as a Bilingual Speaker.
• 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.