**Job Title:** Call Center Specialist
**Company:** Cebu Pacific Air
**Location:** Makati, NCR, PH
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
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### Job Description
Cebu Pacific Air is seeking a dynamic and passionate Call Center Specialist to join our team. This part-time position is ideal for individuals who possess exceptional communication skills and a commitment to providing excellent customer service. You will be responsible for managing customer inquiries, providing information about our services, and ensuring customer satisfaction. In this role, you will play a vital part in enhancing our customer experience and supporting our vision as the leading low-cost carrier in the Philippines.
### Responsibilities
**Customer Support:**
- Respond to customer inquiries through various communication channels, including phone, email, and social media.
- Provide accurate information regarding flight schedules, ticket reservations, baggage policies, and travel regulations.
- Handle customer complaints efficiently and professionally to ensure satisfaction and retention.
**Relationship Management:**
- Build and maintain strong relationships with clients, colleagues, and partners to foster a positive working environment.
- Collaborate with other departments to address customer needs and improve service delivery.
- Follow up with customers post-interaction to ensure their ongoing satisfaction and resolve any outstanding issues.
**Documentation and Reporting:**
- Maintain accurate records of customer interactions and transaction details including inquiries, complaints, and follow-ups in the company's CRM software.
- Evaluate customer feedback and suggest improvements to enhance service quality.
**Sales and Promotion:**
- Identify upselling and cross-selling opportunities during customer interactions to promote Cebu Pacific products and services.
- Stay updated on ongoing promotions, new services, and changes in company policies to provide customers with accurate information.
**Training and Development:**
- Participate in regular training sessions and workshops to improve product knowledge and enhance customer service skills.
- Mentor new team members and share best practices to improve overall team performance.
### Requirements
**Education and Experience:**
- Bachelor's degree or equivalent experience in a related field.
- Minimum of 4 years of experience in call center or customer service roles, preferably within the airline or travel industry.
**Skills and Attributes:**
- **Personality Traits:** Confident, passionate about customer service, and eager to solve problems.
- **Soft Skills:**
- Creativity to think outside the box and propose innovative solutions to customer issues.
- Strong project management skills to handle multiple inquiries and tasks efficiently under pressure.
**Technical Proficiency:**
- Proficient in using CRM software and Microsoft Office Suite.
- Familiarity with airline booking systems is a plus.
**Communication:**
- Exceptional verbal and written communication skills in both English and Filipino.
- Active listening skills to understand customer needs and respond appropriately.
### Benefits
- Comprehensive training and professional development programs.
- Free gym membership to promote health and well-being.
- Travel opportunities within the Cebu Pacific network as part of employee perks.
### Working Environment
Cebu Pacific Air offers a dynamic and supportive working environment where you will collaborate with diverse teams. We believe in building strong relationships with our colleagues, clients, and partners to create a culture of excellence and service.
**Deadline to Apply:** September 21, 2024
### Equal Opportunity Statement
Cebu Pacific Air is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, ethnicity, gender, sexual orientation, disability, or any other characteristic protected by local law. We encourage applications from all qualified individuals.
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Join us, and be a crucial part of providing memorable travel experiences to our valued customers at Cebu Pacific Air!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
