Customer Service Specialist (with GDS Background) - Webjet

Manila - Philippines

26 Mar 2024

Manila - Philippines

Customer Service

Full Time - Office Based


1 - 3 years

Who are Webjet?

Webjet OTA, we believe in the power of being customer obsessed. It means going above and beyond to understand and anticipate the needs of our valued customers. We strive to create effortless experiences that leave a lasting impression. 

From the moment you reach out to us, we provide you with exceptional service that is personalized and tailored to your unique requirements. Our team of passionate travel experts is committed to making your journey smooth and stress-free, ensuring every interaction leaves you feeling valued and cared for. We are relentless in our pursuit of delivering effortless experiences, using innovative technology and industry expertise to simplify every step of your travel process. 

At Webjet OTA, being customer obsessed is more than just a philosophy—it's at the heart of everything we do, because we believe that exceptional service is the cornerstone of a memorable travel experience.

Position Overview:

The purpose of the Customer Service Specialist is to deliver excellent Customer Experiences through every case, call or chat resolved. Our team is a key contributor to the achievement of the organisation’s objectives and continuously improve of the customer journey by effectively engaging with and providing professional customer contact to all customers, other agents and stakeholders.

Key Responsibilities:

  • Respond and resolve inbound (Cases, Calls or Chats) from customer queries in a professional, customer centric and timely manner, ensuring that customers enquiries are resolved on their first contact on the same day
  • Manage customer enquiries and grievances in line with our customer centricity model, ensuring that all necessary follow up action or escalation is carried out in accordance with the service level targets for the specific resolution type.
  • Accurately update records in Travel Service Aggregator (TSA) in respect to the customer’s case for example but not limited to action taken, customer sentiment etc.
  • Ensure that all customer and stakeholder feedback is recorded in support of our continuous improvement and customer centric culture.
  • Make adhoc outbound calls to customers and suppliers following up on requests for resolution of customer queries including but not limited to name correction, change of travel date, refunds etc.
  • Process and respond to customer related emails in a timely manner in line with customer centricity culture.
  • Contribute to the performance of the Customer Operations team by displaying a positive and enthusiastic attitude, showing support and meeting monthly targets and goals.
  • Achieve the weekly productivity targets (variable by resolution type) set by your direct line manager. 

Job Qualifications:

  • Prior use of Global Distribution Sysytem (GDS) platforms is highly valuable (Galileo or Sabre or Amadeus)
  • Demonstrated achievements in providing customers and stakeholders with an exceptional customer service experience including attentiveness and patience.
  • Ability to engage in conversations with customers that quickly builds rapport and an understanding of customer needs, whilst remaining compassionate and empathetic throughout the customer journey.
  • Strong work ethic with the capability to work autonomously and as part of a team environment.
  • Previous experience and success working within a customer service, sales or relevant position.
  • Proven ability in developing a sound knowledge of a broad range of products and services and being able to clearly articulate the benefits of these products and services.
  • High level of accuracy and attention to detail when completing and submitting documentation, data entry or reporting.
  • Ability to gather information utilising available technology and resources.
  • Confident operating abilities in Microsoft Office Package, specifically utilising Word, Outlook and Excel. 

Key Position Criteria:

  • Capability to prioritise, work in a fast-paced environment and meet multiple deadlines.
  • Ability to problem solve and resolve customer complaints in a timely and effective manner.

Measures of Success:

  • Increase Net Promote Score (NPS) through improved customer experience with successful outcomes for business and customer
  • Improve First Call Resolution (FCR) rates by providing training, guidance, and resources to the frontline team.
  • Decrease Average Handle Time (AHT) through improved efficiencies through training and continuous improvement
  • Minimise abandoned booking rate
  • Increase customer retention rate
  • Business Acumen to optimise operating expenses