Customer Contact Representative (Airline Account)

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 June - July 2026