ph chat agent (au airline Account) ref564hTSA Group

Company Description
Who are we?
TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.
We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.
What should you expect from us?
Competitive salary package
Monday to Sunday, 24/7 rotational roster between, day, mid to GY shifts (Night Diff. applies)
On-site and temporary WFH (Can change at any time depending on business needs)
HMO coverage with free dependent
Life Insurance Coverage
Australian Telco Account with the chance to grow with major partnerships in Australia and in the Philippines
We promote within the company! Look no further to take the next step in your career
Awesome R&R daily floor prizes, major cash giveaways, social events like end of year parties; there's always something fun to get excited about!
Full time roles available
Job Description
What will a normal day look like?
The Chat Agent plays an integral role in executing TSA's purpose. You will be providing frontline enquiry management for Australia's latest regional airline provider. You will be assisting customers who need support with booking via an app, managing general inquiries, special requests, complaints, trade, insurance, refunds etc. whilst promoting the brand and what we can offer.
You will be an ambassador to an App. First customer engagement strategy with predominantly chat support followed by some presence of outbound calls as the need arises, i.e. Chat Agents to schedule call-backs from Chat conversations.
You will support our client with engaging and retaining our client's customer base, you'll achieve this by acting as a brand ambassador, representing, and promoting products to new and existing customers, while demonstrating Australia's warm and friendly culture.
This role will see you working in a fast-paced environment, having direct contact with our customers and delivering a great experience that will make them want to fly Bonza and recommend us to their family and friends.
Key Accountabilities & Outcomes:
Accurate data entry
Answering online messages, inbound calls and responding to a range of enquiries, ensuring a high level of customer satisfaction
Provide customer resolution/consultation with cutting-edge solutions in a friendly, confident, and knowledgeable manner
Actively use opportunities to educate our customers on the use of self-service tools available to assist them in the future
Accountability over every customer interaction
Provide empathetic customer service through respect, understanding and effective communication in line with TSA & Client Values
You will be a skilled multi-tasker with the ability to work across multiple systems to provide the best service possible
You will be knowledgeable and passionate about Airline destinations and current offers
Qualifications
Must have at least 1 yr., experience in chat and calls in a BPO setting
Previous customer service experience from within the aviation or call centre industry will be advantageous
High school graduates must have at least 1 yr. BPO experience.
Must have excellent written & verbal communication skills, empathy, and a passion for delivering a great service for our customers
A deep care for people and account' culture
A non-negotiable one team approach to working hand in hand with all our customers, team members, partners and suppliers
An open mind and a strong desire to do things differently and better
Capability to work autonomously whilst maintaining operation performance
The ability to navigate systems and our app confidently
Ability to type efficiently
Strong self-motivation
A proven ability to achieve and exceed set targets
Must have excellent acumen in adapting to technology (Apps., desktop tools etc)
Resilient
Attention to detail
Must be amenable to work both on-site and from home, whichever is applicable
Hit the I'm Interested button to apply!
Can you think of a highly suitable referral? Select Refer a friend now!
*Terms & Conditions apply
Additional Information
At TSA, the health, safety and well-being of our team is our number one priority! In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more.
We take our responsibility to protect the health and well-being of our team and our community very seriously.
Like & Share the TSA FB Page and be up to date with TSA News!
Check out our social media pages:
Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300
TSA Group

Pasay City, Metro Manila
Permanent
Full-time