Travel Consultant

dnata Travel Group; Central Luzon; On-site; PHP 156,000 - 312,000; Full time

Job summary

dnata Travel Group in Clark, Pampanga seeks a multilingual Customer Service Associate to support guest inquiries in Korean, Mandarin, Japanese and English. Requires high school diploma, at least 6 months in customer service, and willingness to relocate.

Shifts, weekends, and holidays may apply. You will handle reservations, ticketing support, and use Amadeus, Comarch, Salesforce, and Microsoft Dynamics; deliver first-call resolutions, translate when needed, and maintain data accuracy while

Qualifications

• High School Diploma / GED required; College Degree preferred.
• At least 6 months of experience in Customer Service.
• Fluent in spoken Mandarin, Korean, Japanese, and English; strong written English.
• Able to navigate computer and web applications with ease.

Responsibilities

• Provide first call resolution for guest enquiries in Korean, Mandarin, Japanese & English.
• Provide reservations, ticket issuance, reissuance, and refund support via various channels.
• Navigate Etihad Website, Amadeus, Comarch, Salesforce, and Microsoft Dynamics efficiently.
• Handle 1st level of complaints and offer resolutions where possible.
• Conduct language-based service recovery and support quality investigations.

Skills

Multilingual communication

Customer service

Problem solving

Analytical skills

Interpersonal skills

Typing 30 wpm

Shift work

Positive attitude

Education

High School Diploma / GED

College Degree preferred

Tools

Amadeus

Comarch

Salesforce

Microsoft Dynamics (Pulse)

Etihad Reward Shop

Etihad Website

Job description

• Applicants must be willing to work and relocate in Clark, Pampanga
• Applicants must be a Filipino citizen or have a relevant residence status
• High School Diploma / GED required (College Degree is preferred)
• Must have at least 6 months of experience in Customer Service.
• Have a positive attitude to delivering excellence in customer service in a contact centre environment
• Training or GDS experience is a plus
• Fluent in spoken language (Mandarin, Korean, Japanese, and English). Good with written English communication skills.
• Strong analytical and problem-solving skills
• Basic technical skills—able to navigate through computer and web application with ease
• Good interpersonal skills with positive, empathetic, and upbeat personality
• Proficient in MS Office applications i.e. word and excel.
• Excellent computer skills—able to navigate through computer and web application with ease
• As business need, you must be willing to work on shifting schedules, public holidays, and weekends.
• Typing skills with minimum 30wpm

Key Responsibilities and Accountabilities

• Provide first call resolution for all guest enquiries (i.e. Korean, Mandarin, Japanese & English languages) and provide support to the Etihad website inquiry and other related products/services.
• Provide technical expertise in Reservations, Ticket issuance, Reissuance and Refund via different channels (Inbound call, emails, and etc)
• Process, action request and navigation expertise of Etihad Website, Amadeus, Comarch, Salesforce, Microsoft Dynamics (Pulse) and Etihad Reward Shop and any other relevant Airline applications
• Handle 1st level of complaint via different channels (Inbound call, emails and etc) and provide resolution whenever available.
• Conduct Service Recovery for Language Calls, i.e. Mandarin, Korean, Japanese, and English.
• Conducts Call translation and provides support to Quality and Operations in case of complaint investigation.
• 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, productivity, and customer service targets to support delivery of team/departmental targets.
• Maintain data protection and confidentiality for both staff and customers.
• Support other departmental functions as required (e.g. Global Service Support, BUSOL, Refunds, Market Sales Support etc.
• Identify and elevate priority issues to a Team Leader, when necessary, to uphold quality of service to all Contact Centre customers
• Be able to analyze travel-related data and provide analysis and intelligence to internal customers
• Identify potential issues with bookings that impact the business bottom line based on known red flags
• Acts on crisis management during untoward incidences pertaining to any product sold by the department.
• Stay fully knowledgeable on all aspects of each Contact Centre account. Subject matters include but are not limited to revised Standard Operating Procedures, new products, and promotional campaigns.