CUSTOMER support service agentPolytechnic University of the Philippines

Job Description
Description:
Customer service agents support customers and clients by providing helpful information,
answering questions, and responding to complaints. They help customers and clients on a
delightful journey by going the extra mile and looking for lean/agile improvements, resulting in
an excellent Customer Experience for customers and clients of the AirFrance-KLM Group.
They are the front line of support for customers and clients and they help ensure that
customers are satisfied with products and services, both on- and offline, of the AirFrance-KLM Group.
Duties and Responsibilities:
1.Customer Service
Provides information, support and service to customers and clients before, during and after their journey. Goes above-and-beyond for customers to create winning experiences and increase customer satisfaction and retention.
2.Drive to improve
Commitment and willingness to improve own expertise/attitude/competencies. Pro-actively searches for development areas that enables personal and professional growth.
3.Continuous improvement
Pro-actively searches for opportunities to improve the customer journey and experience. Signals flaws in the current applied processes and procedures and propose recommendations and solutions
Qualifications:
Excellent written and oral English communication skills
Quick to learn complex airline technicalities
Proven customer support experience.
Customer orientation and ability to adapt/respond to different types of characters.
Ability to multitask, prioritize and manage time effectively.
Excellent communication skills.
Comfortable and experienced in using (different and simultaneously) computer systems and programs.
Basic foundation on GDS, preferably Amadeus system is an advantage
Preferably graduate of Tourism, Travel Management, Marketing, or other similar courses
COMPETENCIES
Attention to Detail
It is the ability to see and pay attention to details the ability to recognize the component parts of a procedure or object, and to verify the correctness or error in an individual part or procedure
Empathetic Outlook
It is the ability to perceive and understand the feelings and attitudes of others the ability to place oneself in the shoes of another and to view a situation from their perspective
Flexibility
It is the ability to readily modify, respond to, and integrate change with minimal personal resistance
Handling Stress
It is the ability to balance and defuse inner tensions and stresses the ability to appropriately separate yourself from stressful situations and maintain your own sense of inner peace
Meeting Standards
It is the ability to see and understand the stated requirements established for a job, and a person's commitment to meeting them
Customer Oriented
The job demands a positive and constructive view of working with others. There will be a high percentage of time spent in listening to, understanding and successfully working with a wide range of people from diverse backgrounds to achieve win-win outcomes
Urgency
It is the ability of being decisive, quick, and fast. It will often involve in critical situations demanding that on-the-spot decision be made with good judgment. The job will repeatedly face important deadlines that must be met on time
Requirements:
Skills: