Customer Support For Pioneer Airline Account

TORCH Solutions; Cagayan de Oro; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Performance bonuses

Airline travel benefits

Employee discount programs

Job summary

TORCH Solutions is seeking an on-site Aviation Customer Service specialist to support Pioneer Airline travelers via phone, email, and chat. You will escalate complex issues and maintain thorough audit trails while documenting interactions in CRM systems for continuous improvement.

The role requires strong English proficiency, experience with Zendesk and Salesforce Service Cloud, and knowledge of airline reservation systems.

Qualifications

• Must have experience in customer service in a fast-paced setting.
• Proficiency with Zendesk and Salesforce Service Cloud is required.
• Knowledge of airline policies and reservation systems is preferred.
• Strong English communication skills and scripting abilities demanded.

Responsibilities

• Provide prompt, accurate passenger support via phone, email, and chat.
• Escalate complex issues while maintaining audit trails and timelines.
• Document interactions in CRM systems to support service insights.
• Stay updated on airline policies and fare rules through ongoing training.

Skills

Customer Service

English Proficiency

Live Chat Support

Call Center KPIs

Customer Service Scripting

Tools

Zendesk

Salesforce Service Cloud

Airline Reservation Systems

CRM

Job description

Job Description:

About The Opportunity

A dynamic player in the aviation outsourcing and customer experience sector, we power seamless, 24/7 global airline support for major carriers—including Pioneer Airline—delivering empathetic, resolution-driven service across voice, chat, and ticketing platforms. Our teams operate in high-volume, fast-paced environments where customer trust and operational precision drive every interaction.

Role & Responsibilities

• Deliver prompt, accurate, and empathetic customer support for Pioneer Airline travelers via phone, email, and chat channels.
• Escalate complex or high-priority issues to supervisors or specialized teams while maintaining full audit trails.
• Document customer interactions and feedback in CRM systems to drive service improvement and reporting.
• Stay current on airline policies, fare rules, and system updates through ongoing training and briefings.

Skills & Qualifications

Must-Have

• Zendesk
• Salesforce Service Cloud
• Airline Reservation Systems
• CRM
• Live Chat Support
• Call Center KPIs
• Customer Service Scripting
• English Proficiency

Preferred

• Pioneer Airline Policy Knowledge
• Aviation Industry Experience
• MS Excel for Reporting

Benefits & Culture Highlights

• Stable on-site role with structured career progression in aviation customer service.
• Performance bonuses tied to quality and efficiency metrics.
• Access to airline travel benefits and employee discount programs.

Skills: customer service,customer support,airline

Requirements