**Job Title:** Online Web Chat Associate
**Company:** Philippine Airlines
**Location:** Antipolo, Calabarzon, PH
**Job Type:** Part-time
**Seniority:** Associate Level
**Experience Required:** 2 years
**Job Overview:**
Philippine Airlines is seeking a highly motivated and professional Online Web Chat Associate to join our dynamic team. As an Online Web Chat Associate, you will play a critical role in enhancing the customer experience by engaging with clients through our web chat platform. You will provide prompt, efficient, and accurate information regarding our services, assist with inquiries, and resolve issues to help ensure customer satisfaction.
**Key Responsibilities:**
- **Customer Engagement:**
- Respond to customer inquiries via live chat in a timely and friendly manner, ensuring a positive customer experience.
- Provide accurate information on flight schedules, ticket bookings, boarding procedures, baggage policies, and other airline services.
- **Issue Resolution:**
- Address and resolve customer complaints and issues by providing relevant solutions and alternatives.
- Escalate unresolved issues to the appropriate departments while maintaining communication with the customer.
- **Sales Support:**
- Identify opportunities to promote Philippine Airlines' products and services during customer interactions to drive sales.
- Participate in upselling and cross-selling efforts for ancillary services (e.g., travel insurance, seat upgrades).
- **Data Management:**
- Accurately document customer interactions and maintain records of queries and resolutions in the system.
- Collect customer feedback to identify areas for service improvement.
- **Collaboration:**
- Collaborate with team members and departments to enhance service delivery and share best practices.
- Participate in team meetings and training sessions to continuously improve knowledge and skills.
- **Personal Development:**
- Engage in ongoing training and professional development to stay up to date on product offerings and industry standards.
- Demonstrate initiative in learning and applying new techniques to enhance customer interaction.
**Requirements:**
- **Experience:**
- Minimum of 2 years of experience in a customer service role, preferably in the airline or hospitality industry.
- **Education:**
- Bachelor's degree in any related field is preferred but not required.
- **Technical Skills:**
- Proficiency in using online communication tools and platforms; familiarity with CRM software is a plus.
- Strong typing skills with an ability to multitask in a fast-paced environment.
- **Personality Traits:**
- Confident and energetic with a proactive approach to challenges.
- A positive attitude and a passion for providing excellent customer service.
- **Soft Skills:**
- Strong innovation skills with the ability to suggest creative solutions and improvements.
- Excellent presentation and communication skills, both written and verbal.
**Benefits:**
- Dental insurance
- Training & professional development opportunities
- Joining Bonus
**Working Environment:**
Philippine Airlines fosters a workplace that sparks creativity and motivation, inspiring greatness among our associates. We encourage an innovative atmosphere where employees are empowered to share their ideas and contribute to our shared success.
**Deadline to Apply:** October 2, 2024
**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 qualified applicants will receive consideration for employment without regard to race, color, gender, gender identity, sexual orientation, age, national origin, disability, or any other characteristics protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
