Customer Care Agent (Rolling Intake)

About Cebu Pacific Air

Cebu Pacific is the leading airline in the Philippines, operating flights to over 60 domestic and international destinations across 14 countries, including Australia, China, Japan, Singapore, and the United Arab Emirates.

Your 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 CRM system, emails, demand letters, endorsements, and/or other forms of communications where guest may have expressed their concern.
• Operate the sky speed 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.

Training & development 

Cebu Pacific Air launched a training program for new pilots to secure requirements for its expanding fleet while broadening the pool of potential candidates by initially shouldering traditionally high tuition fees. Candidates will be carefully screened and will undergo a 56-week training program, after which they will become Cebu Pacific's first officers flying domestic and international routes.

Compensation & benefits

Customer Care Agent's salary has an estimated range from Php 22,100 - Php 25,000 per month. Some of the benefits may include:

• Health Insurance.
• Unlimited free domestic tickets and limited free international tickets.
• Government-mandated benefits.
• Medicine Allowance.
• Company bonuses every March depend on the Company revenue for the year.

Career progression

Cebu Pacific will allow you to develop your career, improve your working experience, and help you steer the airline toward better skies. As they continue to journey through this path of recovery and rebuilding, they are in search of the right JUAN who shares values of breaking boundaries, never failure or mistakes but rather always in the pursuit of new ideas and better solutions.

Work-life balance

The fast-paced environment of a high-traffic budget airline and long hours left some workers burnt out, which is why Cebu Pacific offers travel benefits for every employee. And having supportive management motivates them.

Company culture

They envision stronger nations where cultures and communities are connected, meaningful relationships are built, and lives are enriched by opportunities and experiences that make them possible.

About you

• Open to fresh graduates without working experience.
• Excellent listening skills and an empathetic voice and manner.
• Dedication to customer satisfaction.
• Basic knowledge of computer software and office systems.
• Familiarity with all of the goods and services offered by the company.
• Undergraduates are welcome to apply.
• Can start immediately.

Source: Glassdoor.com

How to apply

To apply for this role, click on the "Apply on employer site" button on this page.

• For non-cabin crew roles, applicants attend a series of interviews (one-on-one or panel) with an HR representative and the department manager. Some employees reported an essay-type questionnaire. 
• Cabin crew applicants will go through a more rigorous recruitment process. Appearance, personality, and physical fitness are highly required.
• Lastly, is an interview with the HR Head.

Source/s:

• cebupacificair.com
• youtube.com
• glassdoor.com