Are you looking for a career opportunity in the aviation industry Here's your opportunity to have a great career with a world-class airline company.
Why Join Us
- Asia's First and Longest-Serving Airline
- Get a chance to enjoy travel perks for you and your family
- A collaborative work culture and environment
Who Are We Looking For
- Bachelor's degree in any course
- Has worked in all areas of Reservations and with experience in handling and/or overseeing both local and 1-800 (US and Canada) calls; with ticket office experience on both domestic and international ticketing
- Must have experience in using MS Applications (Excel, Word, PPT, etc.)
- Experience with Amadeus Tool is a plus
- Experience in the Airline/Aviation Industry is a plus
- Knowledgeable with Local & International Regulations is a plus
What's The Role All About
The Customer Support Specialist takes responsibility in ensuring business continuity and improvement, in accordance with certain performance standards, policies and procedures related to airline operation. Therefore, it is in constant coordination and consultation with the CCSP on future/special projects.
Major Responsibility Areas
- Performance monitoring - Oversee the performance and operations of contact center agents and teams, ensuring efficient handling of customer inquiries, reservations, and service requests.
- Performance monitoring - Monitor key performance indicators (KPIs)
- Provide coaching and support to third party partners
- Compliance monitoring - ensure adherence to airline policies and service standards.
- Operational Excellence and Problem-Solving - Assist in implementation of training programs to enhance agent skills, optimize team workflows, and resolve complex customer issues, all while maintaining high levels of customer satisfaction and operational efficiency.
- PAL Safety & Security Compliance Complies with applicable regulations and standards of Philippine Airlines
Core Competencies
- Customer Champion implement service practices that lead to a customer-centric culture.
- Excellence Igniter - models values and excellence, and drives others to do the same.
- People Developer - strengthens organizational talent by developing self and others.
- Relationship Builder - maintains lasting partnerships and collaborates towards shared goals.
- Trust Advocate - creates a culture of openness by showing integrity and respect for others.
- Change Agent - adapts to the changing environment and creates new ways of doing things.
Job-specific Competencies
- Must be able to demonstrate rapport with peers, subordinates and superiors.
- Must have technical, analytical and coordination ability.
- Must have good oral and written skills.
- Must have excellent planning skills. Must be flexible, hardworking, dedicated, dependable and efficient.
Leadership Competencies
- Business Accelerator - sets directions and plans based on a clear understanding of the business.
- Results Driver - executes strategies and leads team to achieve desired results.
- Strategic Influencer - communicates with impact to win stakeholders over.
- Sound Decision Maker - commits to a course of action after weighing alternative solutions.
