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Open nowFirst seen 3 days ago

Airline Specialist - CSR

PM Consulting1,477 open roles

Where
Cebu City, Cebu, Philippines
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Your applicationOpen nowAirline Specialist - CSRPM Consulting · Cebu City, Cebu, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on PM Consulting's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market. PM Consulting postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: first seen 3 days ago

PM Consulting median: 1 days open

The posting

We are looking for a customer-focused and service-oriented Airline Specialist – CSR to provide exceptional support to airline customers across various travel-related concerns. The successful candidate will assist customers with reservations, flight changes, cancellations, baggage concerns, and other travel inquiries while ensuring accurate information and a positive customer experience.

Key Responsibilities

  • Handle inbound and/or outbound customer interactions related to airline and travel services.
  • Assist customers with flight reservations, booking modifications, cancellations, rebooking, and ticketing concerns.
  • Provide accurate information regarding flight schedules, fares, policies, baggage allowances, and travel requirements.
  • Handle customer concerns related to flight delays, cancellations, missed connections, and schedule changes.
  • Assist with baggage-related concerns, including lost, delayed, or damaged baggage inquiries.
  • Process changes, refunds, credits, and other applicable transactions in accordance with airline policies.
  • Navigate airline reservation and customer service systems to access and update customer information.
  • Resolve customer issues efficiently while maintaining a professional and empathetic approach.
  • Ensure accurate documentation of customer interactions, transactions, and resolutions.
  • Follow airline policies, procedures, quality standards, and applicable security and compliance requirements.
  • Meet established quality, productivity, customer satisfaction, and service-level targets.
  • Escalate complex or sensitive customer concerns to the appropriate support team.
  • Stay updated on airline policies, promotions, procedures, and system updates.
  • Participate in training, coaching, and performance improvement activities.
  • Perform other customer service and airline support duties as assigned.

Qualifications

  • At least 1 year of experience in a customer service, travel, airline, or BPO environment is preferred.
  • Experience supporting an airline, travel, hospitality, or related account is an advantage.
  • Strong customer service orientation with excellent communication skills.
  • Excellent verbal and written English communication skills.
  • Strong problem-solving and critical-thinking abilities.
  • Ability to handle customer concerns professionally, especially in high-pressure situations.
  • Comfortable navigating multiple systems and applications while assisting customers.
  • Strong attention to detail and accuracy when handling reservations and customer information.
  • Ability to work in a fast-paced, target-driven environment.
  • Willingness to work on shifting schedules, weekends, holidays, and/or night shifts based on business requirements.
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