Multilingual Travel Reservations & Support Specialist

dnata; Morong; On-site; PHP 335,000 - 536,000; Full time

Job summary

Etihad Airways' Contact Centre in the Philippines seeks a multilingual guest specialist who provides first call resolution in Korean, Mandarin, Japanese and English. You will assist with inquiries across website, reservations, ticketing, reissuance and refunds using Amadeus, Comarch, Salesforce and Microsoft Dynamics.

You will handle first-line complaints, conduct service recovery, translate calls, support quality and operations, and stay up to date with product changes.

Responsibilities

• Provide first call resolution for multilingual guest enquiries (Korean, Mandarin, Japanese & English).
• Support Reservations, Ticket issuance, Reissuance and Refund via multiple channels.
• Navigate Etihad Website and airline systems (Amadeus, Comarch, Salesforce, Microsoft Dynamics).
• Handle first level of complaints and provide resolutions where possible.
• Conduct service recovery for language calls and assist in complaint investigations.
• Stay updated on products, services, policies to ensure accurate information and proper implementation.
• Aim to achieve individual revenue, productivity and customer service targets.
• Maintain data protection and confidentiality for staff and customers.
• Support other departmental functions as required (Global Service Support, Refunds, etc.).
• Escalate priority issues to Team Leader when necessary.
• Analyze travel data and provide insights to internal customers.
• Identify potential booking issues impacting the business bottom line.
• Assist in crisis management during incidents related to department products.

Tools

Amadeus

Comarch

Salesforce

Microsoft Dynamics (Pulse)

Pulse

Job description

Etihad Airways' Contact Centre in the Philippines seeks a multilingual guest specialist who provides first call resolution in Korean, Mandarin, Japanese and English. You will assist with inquiries across website, reservations, ticketing, reissuance and refunds using Amadeus, Comarch, Salesforce and Microsoft Dynamics.

You will handle first-line complaints, conduct service recovery, translate calls, support quality and operations, and stay up to date with product changes.