About this role
About the Role
We have an exciting opportunity for a Customer Service Representative (English and Mandarin bilingual) role. This role will be based in 6750 Building, Makati City, Philippines.
Responsibilities include, but are not limited to, the following:
- Customer Resolution & Relationship Development
- Partners with Marketing/Territory Managers and acts as the single point of contact for customers in the bid-to-contract process during annual bid season, acts as backup for negotiation of renewed and new business, resolves contractual issues that arise, and implements changes resulting from new tax, environmental, legal, and business requirements affecting Aviation customers
- Develops strong secondary customer relationships (primary being held by Marketing Managers) with the airline fuel procurement team and understands their structures and tender processes
- Acts as liaison for third-party affiliates on product supply and credit clearance and works with Operation Managers on contract/supply notifications and fuel releases.
- Serves as back up to Marketing/Territory Managers and Aviation Support team for customer communications during high level bid activities or absences
- Knows the customers, Aviation’s products/programs and communicates their value, understands the Company’s systems/processes/organizational structure, is empowered to resolve any questions/issues/requests, and is accountable for the successful resolution of airline customer inquiries
- Researches and resolves 2nd level customer inquiries, disputes, and identifies solutions from root cause analysis. Provides follow-up and resolves any issues that have been escalated and/or cannot be resolved by regional Marketing Service partners
- Manages and supports the Marketing programs by creating the necessa