Customer Service Agent

20 hours ago

Makati City, National Capital Region, Philippines IASA, Inc. Full time ₱30,000 - ₱60,000 per year

JOB DESCRIPTION:

The Customer Contact Representative is the primary point of contact and front-line support for customers and clients of the Air France-KLM Group.

Core Mission

This role is responsible for ensuring a delightful and excellent Customer Experience across all touchpoints. The Representative provides comprehensive information, support, and service to customers both on- and offline, covering the journey before, during, and after their flight.

Key Responsibilities
  • Customer Advocacy: Provide helpful information, skillfully answer questions, and effectively resolve complaints, focusing on customer satisfaction and product/service understanding.
  • Creating 'Winning Experiences': Consistently go above and beyond for customers to build loyalty, increase satisfaction, and boost retention.
  • Continuous Improvement: Proactively look for "lean improvements" in processes and service delivery to enhance the overall customer and client journey for the Air France-KLM Group.

In essence, the Customer Contact Representative is a vital brand ambassador who translates the Air France-KLM Group's commitment into real-world customer success.

QUALIFICATIONS:

Candidate who has at least two (2) years undergraduate studies with 1 year CSR/BPO experience.

Required skills include a customer-first mindset and the ability to deliver exceptional service. Candidates must possess excellent English communication skills (both written and verbal), meeting a minimum of B2 proficiency.

Candidates are required to pass both written and verbal English assessments to proceed in the hiring process

Prior experience with airline reservation systems is a strong asset, particularly knowledge of Amadeus or Sabre.

Required language(s): English

Preferably residing within NCR for better transportation access to and from the office location.

Candidates must have full schedule flexibility to cover all shifts (morning, mid-shift, and overnight/graveyard) and be available to work on-site at the Makati City office.

Must be available to start ASAP.

*The salary range includes the following:

  • Night shift differential rate in the operations (10pm to 6am) of 30% hourly rate/hour

  • Meal and Transportation allowance in the operations (10pm-6am) of 200php/night

  • New Hire Allowance of 2,500php/month upon endorsement in operations

  • With HMO, Travel, Fitness, and Retirement Benefits

  • Other allowances/incentives applicable upon regularization

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