**Job Title:** Remote Support Officer
**Company:** Cebu Pacific Air
**Location:** Cebu, Central Visayas, PH
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 4
### **Job Description**
Cebu Pacific Air, the leading Philippine budget airline, is seeking a motivated and dedicated Remote Support Officer to join our dynamic team. As a Remote Support Officer, you will play a crucial role in ensuring smooth operations and delivering exceptional customer support to our passengers and internal stakeholders. This position is ideal for individuals who thrive in an energetic and rapidly evolving work environment and are looking to leverage their skills and experience in a vibrant airline atmosphere.
### **Key Responsibilities**
- **Customer Support & Assistance:**
- Provide timely and effective support to customers via phone, email, and chat. Address inquiries related to bookings, flight information, cancellations, and any other passenger services.
- Resolve customer complaints and issues with professionalism and empathy, ensuring customer satisfaction and loyalty.
- **Operational Coordination:**
- Collaborate with various internal departments including Reservations, Operations, and IT to streamline processes, enhance service delivery, and resolve operational challenges.
- Proactively communicate with passengers regarding potential delays, cancellations, and any relevant updates to their travel plans.
- **Documentation & Reporting:**
- Maintain accurate records of customer interactions and transactions, compiling feedback to identify areas for improvement in service delivery and operational processes.
- Prepare reports for management on customer support trends, challenges, and suggestions for enhancements.
- **Training and Leadership:**
- Mentor and train new team members on customer support protocols and the use of internal systems.
- Foster a collaborative and creative environment by sharing innovative ideas that enhance service quality and operational efficiency.
- **Research & Development:**
- Stay informed about industry trends, tools, and technologies that can improve customer support operations.
- Participate in brainstorming sessions to develop creative strategies for enhancing customer experience.
### **Requirements**
- **Experience:**
- A minimum of 4 years of experience in a customer support or remote assistance role, preferably within the travel or aviation industry.
- **Education:**
- Bachelor's degree in Business Administration, Hospitality Management, or a related field is preferred.
- **Technical Skills:**
- Proficiency in customer service software and ticketing systems; familiarity with CRM tools is a plus.
- Strong computer skills, with the ability to navigate multiple systems simultaneously.
- **Personality Traits:**
- Driven: A strong sense of initiative with the desire to exceed expectations.
- Confident: Ability to tackle challenges with a positive attitude and self-assurance.
- **Soft Skills:**
- Leadership: Proven ability to lead by example, inspire and motivate peers, and manage team dynamics effectively.
- Creativity: Exceptional problem-solving skills with a knack for thinking outside the box to develop innovative solutions.
### **Benefits**
- Travel & spending expenses compensation for work-related travel.
- Eligibility for profit-sharing programs, allowing you to benefit from the company's success.
- Disability insurance coverage for added peace of mind.
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Cebu Pacific Air is committed to diversity and inclusion in the workplace and encourages all qualified candidates to apply. We believe that our differences make us stronger, fostering an environment where innovation and creativity thrive.
### **Application Deadline:**
Please submit your application by **October 4, 2024**.
If you are ready to take on this exciting challenge and be part of a vibrant airline team, we look forward to hearing from you!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
