Customer Contact Representative - Manila

Customer Contact Representative supports customers by providing helpful information, answering questions, and responding to complaints. They help customers on a delightful journey by going the extra mile and looking for lean improvements, resulting in an excellent Customer Experience for customers and clients of the Air France-KLM Group. They are the front line of support for clients and customers, and they help ensure that customers are satisfied with products and services, both on- and offline, of the Air France-KLM Group.

Customer Contact Representative 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.

Activities:

• Answers incoming questions of customers and clients, who are reaching out via various communication channels (e.g., phone, e-mail, web, chat, social media). Searches within the scope of the Agent empowerment, for the best customer and company resolution.

• Performs the support within the applicable operational requirements, such as quality standards, first-contact resolution, average handling time, service level, etc.

• Keeps content and technical knowledge up to date in order to provide optimal service to customers and clients, such as product knowledge, travel guidelines, ticket- and reservations systems, websites, etc.

• Guides and helps customers navigate through the different information sources, to find an answer to their question. Formulates and reformulates problems/questions of customers (the question behind the question) to understand what the customer really means/wants.

• Increases brand awareness by helping customers and clients based on the Air France -KLM Group customer approach.

• De-escalates customers' complaints by searching for a solution that balances both the interests of Air France - KLM Group and the customer. Flags situations that might become high profile/impact cases.

• Is aware of the procedures and regulations to be followed in case of contingencies and applies them appropriately.

• Ensures that customer information is stored and adjusted in the appointed systems and is being processed in line with the applicable rules and regulations (e.g. GDPR, PCR).

• Shows commercial savviness by identifying (sales) opportunities to increase the revenue.

• Candidate who has at least two (2) years undergraduate studies preferably with 1 year experience in BPO but fresh graduates are welcome to apply.

• Required skill(s): Excellent English Communication Skills (at least B2 level of Proficiency both written and verbal), Customer-oriented

• An advantage: airline reservation system experience (Amadeus and Sabre), BPO experience, Call Center Operations

• Required language(s): English

• Preferably residing within NCR for better transportation access to and from the office location.

• Must be willing to work on a shifting schedule (morning, midshift and graveyard shift) and on-site: Makati City

• Must be available to start ASAP or on May 2026.