Customer Service Support Associate

3 weeks ago


Manila, National Capital Region, Philippines Sunlight Express Airways Full time

Handle incoming calls , chat and emails from customers regarding flight inquiries, reservations, changes, and cancellations.Provide accurate information to customers regarding flight schedules, fares, policies, and procedures.Assist customers in making flight reservations and bookings using the airline's reservation system.Process ticket sales and issue electronic tickets to customers.Handle payment transactions and ensure accuracy in billing and invoicing.Collaborate with other departments to resolve customer issues, such as rebooking flights, handling refunds, and resolving complaints.Proactively identify opportunities to enhance customer satisfaction and provide personalized assistance to meet individual needs.Engage with customers to gather feedback on their travel experiences and identify areas for improvement.Anticipate and address customer concerns or questions regarding travel restrictions, visa requirements, and COVID-19 protocols.Maintain up-to-date knowledge of airline policies, fare structures, and industry regulations to provide accurate and relevant information to customers.Keep detailed records of customer interactions, transactions, and ticketing activities to ensure efficient follow-up and resolution of issues.Provide support to customers at the airport ticket counter during peak travel periods or as needed.Assist in the coordination of group bookings and special promotions, ensuring exceptional service and attention to detail.Continuously seek opportunities to enhance the customer experience and promote customer loyalty through exceptional service delivery.



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