Mandarin Bilingual

Minimum Requirements:

• High school diploma/GED required (College degree preferred)
• Must have at least 2 years of experience working in a travel industry company, either from a BPO which is travel related, or from an actual travel agency as a Mandarin, Cantonese or Korean Speaker
• IATA certification in Basic or Advanced Standard Fares or ticketing is definitely a plus.
• Experience in handling leisure travel reservations is a plus.
• Experience in at least one GDS and its native environment is a plus.
• Must display competencies in sales and customer service skills
• Fluent in written and spoken Mandarin, Cantonese or Korean language; Good English communication skills
• Strong analytical and problem-solving skills
• With the basic technical skills—able to navigate through computer and web application with ease
• Superior customer service skills with previous training in this category (preferrably with international routing knowledge and well versed in world geography).
• Good interpersonal skills with positive, empathetic, and upbeat personality
• Above average mathematical competencies.
• Must have a minimum of 30 WPM typing speed certificates)
• Must be willing to work on shifting schedule, holidays and weekends.
• Willing to work and transfer in Clark Pampanga

Key Responsibilities and Accountabilities:

• Provide first call resolution for all guest enquiries and OBE (online booking engine support) through application of technical expertise in reservations, ticket issuance and re-issuance.
• Comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for inbound calls across all markets/functions in order to ensure customer confidence, satisfaction and loyalty.
• Keep up to date on products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.
• Achieve individual revenue and customer service targets to support delivery of team/departmental targets.
• Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes.
• Maintain data protection and confidentiality for both staff and customers.
• Support other departmental functions as required (e.g. ticketing & E-Services desk, pre-flight checks, service desk, etc.)