Customer Service Representative - Travel Account

dnata; Philippines; On-site; PHP 223,000 - 357,000; Full time

Job summary

dnata in Clark, Philippines seeks a bilingual Customer Service Specialist to handle inquiries in Korean, Mandarin, Japanese and English, including reservations, ticketing and refunds across multiple channels.

Requirements include a High School diploma or GED (college degree preferred), at least 6 months of customer service experience, and strong English writing skills. Willingness to relocate to Clark and work shifts, weekends, and holidays is essential.

Qualifications

• Willing to relocate to Clark, Pampanga.
• High School Diploma / GED required (College Degree preferred).
• Minimum 6 months of experience in customer service.
• Fluent in Korean, Mandarin, Japanese and English with strong written English.
• GDS or related systems experience is a plus.
• Proficient in MS Office and computer navigation.
• Willing to work shifts, holidays and weekends.

Responsibilities

• Provide first call resolution for guest inquiries in Korean, Mandarin, Japanese and English.
• Provide reservations, ticketing, reissuance and refunds across channels.
• Navigate Amadeus, Comarch, Salesforce, Microsoft Dynamics and related tools.
• Handle first-level complaints and provide resolutions where possible.
• Conduct language support and quality/operations investigations as needed.
• Keep up-to-date on products, policies, procedures and promotions.
• Meet targets for revenue, productivity and customer service.

Skills

Korean

Mandarin

Japanese

English

15+ wpm typing

MS Office

Customer service

GDS experience

Education

High School diploma / GED

College degree preferred

Tools

Amadeus

Comarch

Salesforce

Microsoft Dynamics (Pulse)

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, 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 elevate 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.