Airline Specialist

Req Id: 100184

City: Cebu

State/Province: Cebu State

Posting Start Date: 10/17/25

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Airline Specialist

Role Purpose

Responsible for handling inbound and outbound calls from any part of the globe that the call originates from and Equipped to handle all general reservations and deal with changes to all reservations.

Working knowledge of PCs e.g. MS Office

Reasonable keyboard skills

Generic understanding of customer service

Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction

• Responsible for handling inbound and outbound calls from any part of the globe that the call originates from
• Equipped to handle all general reservations and deal with changes to all reservations
• Process refunds to passengers and answer general airline and reservation queries
• Handle mileage plus reservations and queries
• Able to make a service recovery in the event the agent understands that he has made a mistake or an error or get the same done through his supervisor
• Ensure accurate documentation of customer profiles/reservations
• Handle customer complaints and provide first time resolution
• Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Keep all company information which includes customer information confidential and secured

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks