Mandarin Speaker - Travel Consultant

dnata Travel Inc.; Mabalacat; On-site; PHP 180,000 - 300,000; Full time

Job summary

dnata Travel Inc. in Clark, Pampanga seeks a Customer Service/Reservations Agent to handle guest inquiries, ticketing, and online booking engine support. The role emphasizes accurate information delivery, high service levels, and cross-market support.

Candidates should have a high school diploma, Mandarin and English proficiency, GDS experience, and strong customer service skills. Willingness to relocate to Clark and work shifting schedules is required.

Qualifications

• High school diploma/GED required; college degree preferred.
• IATA certification in Fares or ticketing is a plus.
• Experience in leisure travel reservations is advantageous.

Responsibilities

• Provide first call resolution for guest inquiries and OBE support.
• Comply with customer service standards across markets/functions.
• Keep up to date on products, services, policies and procedures.
• Achieve individual revenue and customer service targets.
• Support implementation of new technology and process improvements.
• Maintain data protection and confidentiality.
• Support other departmental functions as required.

Skills

Sales and customer service

Mandarin language

English communication

Leisure travel reservations

GDS systems

Analytical and problem solving

Typing speed 30 WPM

Education

High school diploma/GED

College degree preferred

IATA certification in Fares or ticketing

Tools

GDS systems

Job description

Minimum requirements:

• Applicants must be willing to work and relocate to Clark, Pampanga.

• Applicants must be a Filipino citizen or have a relevant residence status

• High school diploma/GED required (College degree preferred)

• IATA certification in Basic or Advanced Standard Fares or ticketing is definitely a plus.

• Experience in handling leisure travel reservations is a plus.

• Experience in at least one GDS and its native environment is a plus.

• Must display competencies in sales and customer service skills

• Fluent in written and spoken Mandarin language; Good English communication skills

• Strong analytical and problem-solving skills

• With the basic technical skills—able to navigate through computer and web application with ease

• Superior customer service skills with previous training in this category (preferrably with international routing knowledge and well versed in world geography).

• Good interpersonal skills with positive, empathetic, and upbeat personality

• Above average mathematical competencies.

• Must have a minimum of 30 WPM typing speed certificates)

• Must be willing to work on shifting schedule, holidays and weekends.

• Willing to work and transfer in Clark Pampanga

Key Responsibilities and Accountabilities

• Provide first call resolution for all guest enquiries and OBE (online booking engine support) through application of technical expertise in reservations, ticket issuance and re-issuance.

• Comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for inbound calls across all markets/functions in order to ensure customer confidence, satisfaction and loyalty.

• 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 and customer service targets to support delivery of team/departmental targets.

• Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes.

• Maintain data protection and confidentiality for both staff and customers.

• Support other departmental functions as required (e.g. ticketing & E-Services desk, pre-flight checks, service desk, etc.)