Supervisor, Cargo Customer Service

Department Commercial Employee Type Probationary Cebu Pacific  puts people at the heart of service, and it is through this mindset that our team of moment makers are always looking at new and innovative ideas to deliver solutions, services, and products for our passengers, clients, and partners. At Cebu Pacific, we don’t just manage routes and partnerships—we create impactful strategies that define the future of air travel. Bring your unique and bold ideas to the team and be a moment maker in the ever-evolving field of Commercial and Sales as a Supervisor, Cargo Customer Service. Visit our careers site to learn more about how your moment matters at Cebu Pacific: Cebu Pacific Air Primary Responsibilities
• Supervise the designated cargo reservations and customer service team.
• Contribute to the achievement of the set cargo revenue targets.
• Ensure implementation of set RM and customer service policies through the team.
• Instill discipline among Customer Service Agents and ensure that they are utilized in the most productive manner/level.
• Monitor and ensure adequacy of customer service workforce and administrative requirements per shift.
• Coordinate with cargo customer service manager for issues/concerns.
• Investigate, prepare, and recommend cargo claim packages for cargo customer service Manager’s review.
• Monitor training of cargo customer service representatives.
• Investigate and submit final reports on administration cases, irregularities, or other events to Cargo Customer Service for review and sign-off.
• Conduct Customer/ Management Service briefings in the stations.
• Monitor the attendance including tardiness of the cargo customer service agents daily.
• Ensure accurate use of Cargo systems/applications when booking, answering customer queries/concerns and creating reports.
• Assist the cargo customer service agents with duties where required.
• Assist with the development and implementation of service policies and explaining these to staff and customers.
• Performs other duties as may be assigned by superiors. Qualifications
• Must be a graduate of a Bachelor's Degree in Business Administration, Business Management, or related field.
• Any cargo-related training is an advantage.
• Must have at least 1-2 years’ work experience in cargo or related field.
• Must be knowledgeable in customer services best practices.
• Familiarity with Customer Relations Management Tool including Freshdesk or Salesforce, and SmartKargo MCS.
• Proficiency in Business Intelligence and Data Visualization tools such as Power BI, Tableau, or similar platforms.
• Proficiency in Microsoft Office.
• Must have a valid work visa or legal authorization to work in the Philippines. Why Join Us:
• We are the first Great Place to Work ® certified airline in Southeast Asia.
• We have been recognized as the Best Employer Brand on LinkedIn for three consecutive years.
• We are named among Philippines' Best Places to Work by BusinessWorld.
• 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. Note: This position 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 Range (Years) 2
- 5 years Job posted on 2026-10-14