**Job Title: Online Web Chat Officer**
**Company: Cebu Pacific Air**
**Location: Cebu, Central Visayas, PH**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 3**
### Job Description:
Cebu Pacific Air, a leading low-cost airline in the Philippines, is seeking a dedicated and proactive Online Web Chat Officer to join our dynamic team. In this role, you will engage with customers via live chat, providing exceptional support that enhances their travel experience and fosters loyalty to our brand.
### Responsibilities:
1. **Customer Engagement**:
- Manage and respond to customer inquiries and complaints through online chat in a timely and professional manner.
- Provide accurate information regarding booking inquiries, flight status, and promotional offers while ensuring a positive customer experience.
2. **Issue Resolution**:
- Identify and resolve customer issues effectively, utilizing problem-solving skills to enhance customer satisfaction.
- Escalate complex problems to the appropriate department while keeping customers informed throughout the process.
3. **Product Knowledge**:
- Maintain an up-to-date understanding of all products and services offered by Cebu Pacific to provide knowledgeable responses to customers.
- Share insights and suggestions for service enhancement based on customer feedback.
4. **Reporting and Feedback**:
- Document customer interactions and maintain detailed records of inquiries, complaints, and resolutions.
- Analyze trends and patterns to identify areas for improvement in customer service and share findings with the management team.
5. **Collaboration**:
- Work closely with team members and other departments to ensure seamless service delivery and optimal customer satisfaction.
- Participate in team meetings and training sessions to continuously improve service skills and product knowledge.
6. **Innovation**:
- Contribute ideas and strategies to improve the web chat process and enhance customer interaction experiences.
- Stay updated on industry trends and best practices to incorporate new strategies into daily operations.
### Requirements:
- **Education**: A Bachelor's degree in any relevant field is preferred.
- **Experience**: Minimum of 3 years in a customer service role, preferably in an airline or travel-related industry.
- **Technical Skills**: Proficiency in using live chat systems, CRM software, and Microsoft Office Suite.
- **Personality Traits**:
- Confident: Ability to convey authority and competence while engaging with customers.
- Independent: Self-motivated, capable of working with minimal supervision and managing multiple tasks effectively.
- **Soft Skills**:
- Emotional Intelligence: Strong interpersonal skills, understanding and empathizing with customer emotions to provide appropriate support.
- Innovation: Creative thinker with the ability to develop novel solutions for enhancing customer service.
### Benefits:
- Comprehensive training and professional development to enhance your skills and career growth.
- Gym membership to promote health and well-being.
- Life insurance for peace of mind and security.
### Working Environment:
At Cebu Pacific Air, we prioritize creating a vibrant and supportive working atmosphere. Our team values building strong connections, treating colleagues like an extended family, and fostering a collaborative and inclusive environment.
### Deadline to Apply:
All interested candidates are encouraged to submit their applications by **October 2, 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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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**We look forward to welcoming you to our Cebu Pacific Air family!**How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
