The Customer Service Specialist is responsible for providing excellent service to passengers and clients by handling inquiries, resolving complaints, and assisting with bookings or operational concerns. This role requires adaptability to a 24/7 schedule, strong communication skills, and the ability to work under pressure while maintaining a professional and courteous demeanor.

Key Responsibilities:

• Handle inbound and outbound customer inquiries via phone, email, or chat.
• Provide accurate information regarding services, schedules, and policies.
• Resolve customer complaints efficiently and professionally, escalating issues when necessary.
• Document interactions and maintain records of customer interactions and transactions.
• Meet or exceed quality, efficiency, and customer satisfaction targets.
• Coordinate with operational teams to ensure timely service delivery.
• Participate in ongoing training to maintain knowledge of company products and procedures.

Qualifications:

• Minimum 1–4 years of experience in a BPO, call center, or customer service environment.
• Excellent verbal and written communication skills.
• Ability to handle challenging situations with empathy and professionalism.
• Comfortable working in a 24/7 rotating schedule with 6 days per week and variable rest days.
• Proficient in MS Office and CRM systems is a plus.