**Job Title: Online Call Center Officer**
**Company: Philippine Airlines**
**Location: Cebu, Central Visayas, PH**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 2**
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### **Job Description**
Philippine Airlines is seeking a dedicated and proactive **Online Call Center Officer** to join our team in Cebu. As a key member of our customer service department, you will play an essential role in delivering exceptional service to our customers through various online channels. This part-time position offers a vibrant working environment and an opportunity to utilize data-driven insights to enhance our service offerings.
### **Key Responsibilities**
- **Customer Support**: Provide prompt, accurate, and courteous assistance to customers via online platforms, including live chat, email, and social media. Address inquiries related to flight bookings, cancellations, and other travel-related questions.
- **Problem-Solving**: Efficiently assess customer issues, identify appropriate solutions, and implement those solutions effectively. Engage in proactive problem resolution to ensure customer satisfaction.
- **Data Analysis**: Leverage data analytics tools to track customer interactions and gather insights. Use this information to inform decisions and help drive strategic initiatives that improve customer experience.
- **Documentation**: Maintain detailed records of customer interactions, transactions, and feedback to help improve future service delivery and address recurring issues.
- **Collaboration**: Work closely with other departments, including technical support and sales, to ensure a seamless customer experience. Attend team meetings to share insights and improve team performance.
- **Training and Development**: Participate in training sessions to stay updated on product knowledge, company policies, and industry trends. Collaborate with colleagues to enhance team performance.
- **Customer Experience Improvement**: Continuously seek opportunities to enhance the customer journey by providing feedback on customer trends and insights gained from interactions.
### **Requirements**
- **Education**: A bachelor's degree or relevant certification in business, hospitality, or a related field is preferred.
- **Experience**: A minimum of 2 years in a call center or customer service role, preferably in the airline or travel industry.
- **Technical Skills**: Proficient in using computer systems and handling online customer service platforms. Familiarity with CRM software is an advantage.
- **Personality Traits**:
- **Confident**: Demonstrates assurance in interactions and maintains a professional demeanor.
- **Energetic**: Brings enthusiasm and a positive attitude to the workplace, inspiring both customers and team members.
- **Soft Skills**:
- **Emotional Intelligence**: Ability to understand and manage one's emotions, as well as empathize with customers, ensuring they feel heard and supported.
- **Problem-Solving**: Strong analytical skills to assess issues critically and think creatively about potential solutions.
### **Benefits**
- **Free Accommodation**: Enjoy complimentary lodging while you work to help you focus on your role without the added burden of housing expenses.
- **Gym Membership**: Access to a gym facility that promotes health and well-being, encouraging a balanced work-life culture.
- **Vision Insurance**: Coverage to support your vision health and promote overall well-being.
### **Working Environment**
At Philippine Airlines, we are dedicated to leveraging data to inform decisions and drive strategic initiatives. Our workplace is collaborative and encouraging, where input and innovation are celebrated, and employees are empowered to improve the customer experience continuously.
### **Application Deadline**
Please submit your application by **October 6, 2024**. Late applications will not be considered.
### **Equal Opportunity Statement**
Philippine Airlines is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs. We encourage applications from candidates of all backgrounds and experiences.
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**Join Philippine Airlines as an Online Call Center Officer and be a part of a team that values customer service excellence and employee well-being!**How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
