Job Description
Job Title:  Airline Specialist
Req Id:  97882
City:  Cebu
State/Province:  Cebu State
Posting Start Date:  9/22/25
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

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

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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

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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

Excellent spoken English and reasonably good written communication skills.

No Regional Accent, Neutral Accent

Ability to verbalize thoughts

Correct construction of sentences

Grammatically correct English

Good grasping power

Excellent listening skills

Should have patience and not be overawed by difficult situations

Team player

Reasonable analytical skills

Understanding of job profile applied for

Situation handling skill

Leadership skills (not a critical parameter but would be an add-on)

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  • 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

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Deliver

No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

 
Mandatory Skills: Customer Service( Reservation) .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
Information at a Glance

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