Customer Care Agent

Department

Marketing & Customer Exp

Employee Type

Probationary

Step into the forefront of the aviation industry with Cebu Pacific, a trailblazer in creativity and innovation in the Philippines. Our Marketing and Customer Experience team integrates a diverse range of disciplines including Customer Experience, Brand and Technology Marketing, Digital Media, Partnerships and Ancillaries, Corporate Communications, and Customer Care. At Cebu Pacific, marketing goes beyond promoting the latest seat sales—it’s about creating connections, building loyalty, and delivering experiences that passengers carry with them long after the flight has landed. Bring your unique and bold ideas to the team and be a moment maker in the ever evolving field of Marketing & Customer Experience as a Customer Care Agent . Visit our careers site to learn more about how your moment matters at Cebu Pacific: CEB Careers Site

Primary Responsibilities:

• Provide excellent customer service and engagement through different channels such as social media, web form, walk-in clients and phone calls to help optimize the customers’ travel experience and to retain them.
• Attend to guest inquiries, complaints and all other requests through the team’s Service Cloud system, emails, demand letters, endorsements, and/or other forms of communications where in guest may have express his concern.
• Operate the Skyspeed system calling out guests on disrupted flights, assisting guests, following instructions from supervisors and communicating effectively with other team members.
• Work with Customer Care Team Leaders, Managers and Directors to regularly review types of customer requests and agent service quality to improve existing processes or structure.
• Collaborate with other departments, whenever necessary, to handle complex escalation cases and elevate the service quality of the airline.
  
  

• Must be a college graduate of any four-year course
• Experience in customer handling or airport front line operational experience is a plus.
• Experience working in social media platforms is a plus
• Must have a valid work visa or legal authorization to work in the Philippines
  
  

• We are the first Great Place to Work ® certified airline in Southeast Asia.
• We have been recognized as Best Employer Brand on LinkedIn for two consecutive years.
• 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.
• 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.