Ticketing and Reservation Agent

Pulse Connect; Pateros; On-site; PHP 279,000 - 469,000; Full time

Job summary

Pulse Connect in Ortigas Center, Pasig City, is seeking a Customer Service Specialist for our Airline Account to deliver efficient, professional support and a positive customer experience.

You will handle inbound calls and chats, troubleshoot issues, process transactions, assist with account updates, and provide accurate information on products, services, promotions and policies while meeting daily KPIs.

Qualifications

• College level or equivalent educational background.
• At least 12 months of Travel or Airline BPO experience, with hands-on experience in ticketing and reservations.
• At least 6 months of omnichannel experience, including voice, email, and chat support.
• Preferably with GDS experience.
• Strong verbal and written English communication skills.

Responsibilities

• Handle inbound calls and chats for customer inquiries and requests.
• Troubleshoot issues and provide timely, effective resolutions.
• Process transactions, requests, and account-related changes accurately.
• Assist customers with account or profile updates and required documentation.
• Provide accurate information regarding products, services, promotions, and policies.
• Handle customer concerns and complaints while coordinating with relevant backend teams when necessary.
• Maintain accurate records and documentation of customer interactions.
• Participate in ad-hoc projects and other tasks as assigned.
• Consistently meet daily performance, quality, and productivity KPIs.

Skills

Travel BPO experience

Omnichannel support

GDS experience

English proficiency

Shift work

Education

College level

Job description

Job Qualifications

At Pulse Connect, we believe careers grow when people are given the right opportunities to learn, contribute, and move forward. We bring together talented people and businesses to create opportunities that make a real difference. Whether you're starting your next chapter or taking your career to the next level, we're here to help you connect with what's next.

Job Description

As a Customer Service Specialist for Airline Account, you will be responsible for providing efficient and professional support to customers while ensuring a positive overall experience. Your key responsibilities include:

• Handle inbound calls and chats for customer inquiries and requests.
• Troubleshoot issues and provide timely, effective resolutions.
• Process transactions, requests, and account-related changes accurately.
• Assist customers with account or profile updates and required documentation.
• Provide accurate information regarding products, services, promotions, and policies.
• Handle customer concerns and complaints while coordinating with relevant backend teams when necessary.
• Maintain accurate records and documentation of customer interactions.
• Participate in ad-hoc projects and other tasks as assigned.
• Consistently meet daily performance, quality, and productivity KPIs.

WHO ARE WE LOOKING FOR?

We're looking for someone who has the right experience, communication skills, and flexibility to deliver an exceptional customer experience.

• College level or equivalent educational background.
• At least 12 months of Travel or Airline BPO experience, with hands-on experience in ticketing and reservations.
• At least 6 months of omnichannel experience, including voice, email, and chat support.
• Preferably with GDS experience.
• Strong verbal and written English communication skills.
• Willing to work on a rotating shift schedule, including weekends and holidays as required.
• Willing to work onsite in Ortigas Center, Pasig City.