SME - Travel Airlines

Start Date: ASAP

Work Arrangement: 100% Onsite (Cebu)

Nature of the Account: Travel Airlines

Type of Support: Non-voice

Shift: Singapore Time

Educational Requirement:

• College Graduate

Qualifications:

• At least 1 year of experience
• Candidate must have at least a tenure of more than 3 months and handled either Voice / Chat or Email Transaction

Job Description:

• Manage escalated customer complaints and complex cases such as ticketing errors, refunds, and loyalty disputes, ensuring positive resolutions.
• Collaborate with internal teams like Reservations and Airport Services for seamless issue resolution.
• Document all case details and actions in the 1Point system and ARD tool.
• Ensure timely handling of escalations within SLAs.
• Analyze trends and recommend process or policy improvements.