Customer Service Specialist

Overview Department: Customer Journey Management Employee Type: Probationary Cebu Pacific puts people at the heart of service - be it our customers, clients, partners or employees. Our Customer Service Operations Team is dedicated to delivering exceptional airport and inflight experience, ensuring that we make moments happen at every touchpoint in the passenger journey. Encompassing key areas in Customer Service, Airport Experience, Cargo Operations, and Ramp Services, our team is committed to upholding Cebu Pacific’s values for service, operational excellence, and air transport reliability. At Cebu Pacific, every Juan’s moments matter. Join our Customer Service Operations team as Customer Service Specialist and create meaningful moments and connections for our passengers. Visit our careers site to learn more about how your moment matters at Cebu Pacific: CEB Careers Site Primary Duties & Responsibilities Behavioral Training Serve as a certified trainer for CEBWay and other behavioral training programs Manage logistics for customer service training sessions and related activities. Facilitate the dissemination of customer service best practices and ensure alignment with company standards. Contribute to continuous improvement initiatives by analyzing feedback and training results. Support the development, implementation, and communication of customer service programs, cascades, and initiatives. Data Management Responsible for data gathering, presentation, and analysis of all customer feedback and focused-group discussion information. Assist in the preparation of reports and dashboards related to customer service performance. Contribute to continuous improvement initiatives by analyzing feedback and training results. Collaborate with various departments to enhance customer service delivery through training and data insights. Qualifications Must be a college graduate of any four-year course. Additional certifications or training in airline operations or customer service is advantageous. Over 1-4 years of relevant experience in airline or customer service industries focusing on behavioral training. Proficiency in dashboard/report management, data collection, and analysis. Why Join Us We are the first Great Place to Work certified airline in Southeast Asia. We have been recognized as Best Employer Brand on LinkedIn for two consecutive years. Be part of a forward-thinking team that values innovation and continuous improvement. Play a key role in developing and nurturing the talents that drive our success. Accelerate your career with access to extensive learning programs and leadership development initiatives, all under Ceb U, our corporate university. Enjoy unique employee perks such as free travel for you and your family. Expanded coverage to common law partners and same sex partners Be assured of a comprehensive health care coverage upon hire. Note: This position is for an Individual Contributor and will be based in Pasay City, Metro Manila but currently follows a hybrid workplace flexibility arrangement. Your moment matters. Be a Moment Maker Cebu Pacific warns the public against fake hiring and training advertisements by unknown groups. We do not require payment from candidates during the recruitment process nor do we require submission of physical application documents. For official information on our job openings, please visit our LinkedIn or career site at CEB Careers Site for reference. Experience Range 1 - 4 years Job posted on #J-18808-Ljbffr