Manager, Customer Journey

Overview

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 moment matters. Join our Customer Service Operations team as Manager, Customer Journey 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

• Continuous monitoring of operations and ensures safety and security of all crews and passengers
• Manage and oversee customer service agents to achieve operational excellence and provide good passenger experience.
• Supports and mobilizes the Network Control Center and ground operations teams to ensure effective handling of emergencies and accidents, irregular operations, flight disruptions, and other airport contingencies.
• Facilitates exercises, and reviews in developing contingency plans and manual procedures to ensure compliance to regulatory bodies and the company policy.
• Proactively manage flight disruptions and irregularities and activate crisis management, if necessary.
• Ensure that all passengers are cared for and informed through disruption management and service delivery tools.
• Develop relationships with both internal and external airport stakeholders, which includes but not limited to: authorities, suppliers, service providers, and others
• Ensure proper management of flight disruptions is attained as well as positive guest recovery as per the company policies and standards.
• Increase customer satisfaction through proper communications by providing an appropriate level of transparency and accountability throughout the disruption management process

• Must be a college graduate of any four-year course
• Must have had at least three (3) years of customer handling experience or airport front line operational experience
• Must have at least two (2) years of experience in a supervisory / managerial capacity
• Preferably with experience and background in all facets of airport operations and systems
• Must be willing to work in an onsite arrangement and be based in Pasay

• 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 healthcare coverage upon hire.

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 (Years): 3 - 5 years

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