**Job Title:** Customer Success Representative - Work from Home
**Company:** Cebu Pacific Air
**Location:** Cebu, Central Visayas, PH
**Job Type:** Full-Time
**Seniority Level:** Entry Level
**Years of Experience:** 1
### Job Description:
Cebu Pacific Air is seeking a highly motivated and energetic Customer Success Representative to join our dynamic team. This is an exciting opportunity to work in a fast-paced environment where you can make a real difference to our customers' experiences. Working remotely, you'll become an integral part of our Customer Success team, ensuring that our customers are engaged, informed, and satisfied with their travel experiences with Cebu Pacific Air.
### Key Responsibilities:
- **Customer Engagement**: Respond to customer inquiries via phone, email, and chat promptly and empathetically. Build rapport with customers and provide personalized service that reflects the Cebu Pacific Air brand values.
- **Issue Resolution**: Identify customer issues and resolve them efficiently and effectively. Employ strong problem-solving skills to navigate challenges and ensure customer satisfaction.
- **Account Management**: Maintain and manage customer accounts, ensuring all information is current and accurate. Proactively check in with customers to gauge satisfaction and address any potential issues.
- **Feedback Collection**: Collect feedback from customers regarding their experiences and relay insights to the management team for process improvements.
- **Collaboration**: Work collaboratively with other team members and departments, including sales, marketing, and product development, to improve overall customer experience and product offerings.
- **Performance Metrics**: Meet and exceed performance targets such as response time, customer satisfaction scores, and resolution rates while maintaining high-quality service standards.
- **Training and Development**: Participate in training sessions to enhance product knowledge and customer service skills. Stay up-to-date with company policies, procedures, and industry trends.
- **Promotion of Services**: Inform customers of new services, promotions, and offers while ensuring compliance with company guidelines and regulations.
### Requirements:
#### Qualifications:
- **Education**: Bachelor's degree in Business Administration, Communication, or a related field is preferred but not mandatory.
- **Experience**: Minimum of 1 year of experience in a customer service, customer success, or related role is required.
- **Language Skills**: Proficiency in English and Filipino is essential. Additional language skills are a plus.
#### Personality Traits:
- Energetic and positive attitude with a passion for delivering great customer service.
- Hardworking and self-motivated, with a strong work ethic and commitment to achieving goals.
#### Soft Skills:
- Strong people management skills, with the ability to build relationships and communicate effectively with diverse groups.
- Excellent negotiation skills, coupled with the capacity to handle difficult situations and effectively manage conflict.
### Benefits:
- Competitive salary with paid overtime.
- Paid Time Off (PTO) to maintain work-life balance.
- Joining Bonus for new employees who meet eligibility requirements.
- An inclusive and dynamic work culture that encourages innovation and challenges norms.
### Working Environment:
At Cebu Pacific Air, we embrace a culture that challenges norms and encourages bold thinking. We believe that our employees are our greatest asset and contribute to our success. Join us in our mission to provide affordable and accessible air travel for all!
### 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. We encourage applications from all backgrounds and experiences.
### Application Deadline:
Please submit your application by ******** . We look forward to reviewing your application and potentially welcoming you to our team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
