Associate

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

Qualifications

• Graduates or undergraduates with at least 2 years of college and able to provide a Transcript of Records (TOR).
• Senior High School (SHS) graduates under the new curriculum
• English Proficiency: CEFR B2 or higher; preferred C1 for premium support
• Typing speed test of 30-40 wpm
• Strong communication and interpersonal skills
• Familiarity with AI/Gen AI tools (e.g., chatbots, virtual assistants, automated ticketing systems) and ability to leverage them for faster and more accurate customer support.
• Basic understanding of AI-driven workflows in customer service environments is a plus
• Ability to work flexible shifts, including nights, weekends, and holidays.
• Professional demeanor and customer-first attitude
• At least 1 year experience in Customer Service preferably travel/hospitality

Roles and Responsibilities

• Handle customer inquiries related to flight schedules, bookings, cancellations, and rebookings.
• Assist with ticketing, check-in procedures, and baggage handling.
• Resolve customer complaints and travel-related issues professionally.
• Support passengers with special needs, including elderly travelers and unaccompanied minors.
• Update logs of customer interactions using CRM systems.
• Uphold airline policies and safety protocols during all interactions.
• Manage Frequent Flyer Programme accounts, including enrollment, mileage tracking, tier status updates, and redemption support
• Timely follow-up on any commitments made to the customer
• Keep oneself updated, aware of, and compliant to all company policies and procedures which include Security management system

Mandatory Skills

• Skilled in customer service and conflict resolution
• Multitasking and time management Internal
• General Use
• Attention to detail
• Adaptability in a fast-paced environment
• Fluency in English- in both spoken and written form
• Working knowledge of PC (MS Office) and comfort with AI-enhanced tools and digital platforms
• Excellent listening skills
• Team Player

Deliver No

Performance Parameter Measure:

1

Process

No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

2

Self- Management

Productivity, efficiency, absenteeism, Training Hours, No of technical training completed