Customer Service Representative - Travel Account

dnata; Central Luzon; Vor Ort; PHP 290.000 - 424.000; Vollzeit

Zusammenfassung

dnata is seeking a customer service professional to join our Clark, Pampanga team. The role requires relocation to Clark and offers shifting schedules, including public holidays and weekends. Fluency in Mandarin, Korean, Japanese, and English, along with strong written English, is essential.

Applicants should have at least a high school diploma, 6 months in customer service, and proficiency with MS Office. Training with airline systems like Amadeus and Salesforce is a plus.

Qualifikationen

• High School Diploma / GED required.
• College Degree preferred.
• At least 6 months in Customer Service, preferably as a bilingual speaker.
• Fluent in Mandarin, Korean, Japanese, and English. Strong written English.
• Proficient in MS Office (Word, Excel).
• Typing speed 30 wpm or higher.

Aufgaben

• Provide first call resolution for guest inquiries in Korean, Mandarin, Japanese & English.
• Handle reservations, ticket issuance, reissuance and refunds via multiple channels.
• Navigate Etihad website, Amadeus, Comarch, Salesforce and Microsoft Dynamics (Pulse).
• Manage first-level complaints and provide resolutions where possible.
• Conduct language-based service recoveries and support QA/Operations investigations.
• Stay up-to-date on products, policies and procedures to ensure accurate information.

Kenntnisse

Multilingual

Customer service

MS Office

Typing 30 wpm

Ausbildung

High School Diploma / GED

College Degree preferred

Tools

Amadeus

Salesforce

Comarch

Microsoft Dynamics Pulse

Jobbeschreibung

• 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 detection and confidentiality for both ports, etc.... … … ...‑…~\ — ≤ ‑  …   … 2023 … … … … … … … … (1)"Z'' '?? ???吗 -? Skills ?unsav….. ...;