Technical Service Representative

dnata Travel Inc.; Mabalacat; On-site; PHP 223,000 - 357,000; Full time

Job summary

dnata Travel Inc. is seeking a customer service-oriented professional to work in a contact center at Clark, Pampanga.

The role involves responding to technical inquiries via phone, chat, and email, logging interactions with precision, and resolving issues across supported platforms. Applicants should be prepared for shifting schedules, including weekends and holidays, and must be capable of delivering excellent service while working in a team-driven environment.

Qualifications

• Willing to relocate to Clark, Pampanga.
• High School Diploma required; college degree preferred.
• Background in safety and security is a plus.
• Basic knowledge of airport equipment and related software/hardware is beneficial.
• Customer service oriented with attention to detail.
• Ability to analyze issues and determine appropriate actions.

Responsibilities

• Respond to technical assistance requests via phone, chat, and email.
• Meet individual KPIs to ensure service levels are achieved.
• Log all helpdesk interactions and maintain accurate records.
• Assess problems with supported platforms and aid in resolution.
• Provide accurate product and service information to customers.
• Escalate priority issues to Team Leader when needed.
• Maintain 100% accuracy in call logs and case documentation.

Skills

Phone support

Chat support

Email support

Customer service

Attention to detail

Team collaboration

Analytical thinking

Education

High School Diploma

College Degree preferred

Tools

Helpdesk software

CRM systems

Job description

Minimum requirements:

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

High School Diploma / GED required (College Degree is preferred)

Having a safety and security background is an advantage

Working knowledge of fundamental operations of relevant software, hardware and other Airport equipment is an advantage

Customer service oriented

Attention to detail

Have a analytical skills in determining the concern and proper action for the request, tools navigation

Have a positive attitude to delivering excellence in customer service in a contact centre environment

Willing to work in a shifting schedule including weekends, working during Philippine holidays, & must be willing to work in a graveyard shift

Have a mature attitude coupled with high degree of work ethic

Be self-motivated and able to apply initiative to solve problems

Be effective in a team-based environment and supportive of team objectives

Show the ability and willingness to undertake intensive training in complex products

Key Responsibilities and Accountabilities

Respond to requests for technical assistance via phone, chat and email. You will be expected to achieve the individual Key Performance Indicators (KPIs) for any specific Contact Centre account to ensure agreed Service Levels are met. This will consist of meeting or bettering a set number of actions per working hour

Follow dnata hub standard procedure

Log all helpdesk interactions

Respond to user inquiries, assess problems and issues with supported platforms and applications, and help resolve these issues for users.

Provide customers with specific and accurate product and service information to maintain quality service provision for all Contact Centre accounts.

Redirect problems to correct resource. Coordinate with the necessary vendor for the appropriate resolution.

To receive and distribute information to stakeholders related to all incidents from global dnata hub.

Identify and escalation priority issues to a Team Leader when necessary in order to uphold quality of service to all Contact Centre customers

Achieve or surpass a set call Quality score on a weekly and monthly basis and assessed by a Quality officer / Team Leader, followed coaching and feedback

Ensure 100% accuracy when completing Contact Centre case related call logs / customer case logs for every incident handled.

Key Competencies

Customer Service Orientation.

Continuous Learning.

Organising for Results.

Effective communication.

Interpersonal ability

Attention to detail

Previous customer service experience strongly desired