Travel Consultant

1 hour ago

San Fernando, Central Luzon, Philippines Dnata Full time ₱240,000 - ₱264,000 per year

Minimum requirements:

  • Applicants must be willing to work and relocate in Clark, Pampanga
  • Applicants must be a Filipino citizen or have a relevant residence status
  • High School Diploma / GED required (College Degree is preferred)
  • Must have at least 6 months of experience in Customer Service, preferably as a Bilingual Speaker.
  • Have a positive attitude to delivering excellence in customer service in a contact centre environment
  • Training or GDS experience is a plus
  • Fluent in spoken language (Mandarin, Korean, Japanese, and English). Good with written English communication skills.
  • Strong analytical and problem-solving skills
  • Basic technical skills—able to navigate through computer and web application with ease
  • Good interpersonal skills with positive, empathetic, and upbeat personality
  • Proficient in MS Office applications i.e. word and excel.
  • Excellent computer skills—able to navigate through computer and web application with ease
  • As business need, you must be willing to work on shifting schedules, public holidays, and weekends.
  • Typing skills with minimum 30wpm

Key Responsibilities and Accountabilities

  • Provide first call resolution for all guest enquiries (i.e. Korean, Mandarin & English languages) and provide support to the Etihad website inquiry and other related products/services.
  • Provide technical expertise in Reservations, Ticket issuance, Reissuance and Refund via different channels (Inbound call, emails, and etc)
  • Process, action request and navigation expertise of Etihad Website, Amadeus, Comarch, Salesforce, Microsoft Dynamics (Pulse) and Etihad Reward Shop and any other relevant Airline applications
  • Handle 1 level of complaint via different channels (Inbound call, emails and etc) and provide resolution whenever available.
  • Conduct Service Recovery for Language Calls, i.e. Mandarin, Korean, Japanese, and English.
  • Conducts Call translation and provides support to Quality and Operations in case of complaint investigation.
  • 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, productivity, and customer service targets to support delivery of team/departmental targets.
  • Maintain data protection and confidentiality for both staff and customers.
  • Support other departmental functions as required (e.g. Global Service Support, BUSOL, Refunds, Market Sales Support etc.
  • Identify and escalate priority issues to a Team Leader, when necessary, to uphold quality of service to all Contact Centre customers
  • Be able to analyze travel-related data and provide analysis and intelligence to internal customers
  • Identify potential issues with bookings that impact the business bottom line based on known red flags
  • Acts on crisis management during untoward incidences pertaining to any product sold by the department.
  • Stay fully knowledgeable on all aspects of each Contact Centre account. Subject matters include but are not limited to revised Standard Operating Procedures, new products, and promotional campaigns.

Key Competencies

  • Must be detail-oriented with utmost focus on quality and efficiency Results Focused
  • Must take ownership of the clients assigned to with highest importance.
  • Results orientation with bias for action, versatility, and adaptability
  • Excellent written and communication skills both English and Mandarin
  • Excellent customer service and sales orientation
  • Understanding of Middle East culture is very critical.
  • Excellent Multi-tasking Skills
  • Must be able to effectively communicate with colleagues and peers from other departments.
  • Must be a team player.
  • Must be able to work and remain calm under pressure.
  • Be self-motivated and able to apply initiative to solve problems
  • Displays ability and willingness to undertake intensive training in complex products

Job Type: Full-time

Pay: Php20, Php22,000.00 per month

Benefits:

  • Health insurance
  • Life insurance
  • On-site parking
  • Paid training
  • Transportation service provided

Work Location: In person

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