Job Description
Job Title:  Airline Specialist
City:  Cebu
State/Province:  Cebu State
Posting Start Date:  3/9/26
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: 

Job Description

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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Airline Specialist is responsible for providing efficient and professional customer support within airline operations. The role focuses on resolving customer inquiries, managing reservations, and delivering timely solutions through direct resolution or appropriate escalation, ensuring compliance with process standards and Service Level Agreements (SLAs).


Key Responsibilities 

  • Handle inbound and outbound customer calls from global locations with professionalism and accuracy
  • Manage airline reservations, including new bookings, itinerary changes, cancellations, and rebookings
  • Process passenger refunds and address general airline, ticketing, and reservation inquiries
  • Handle Mileage Plus / frequent flyer reservations and related queries
  • Perform effective service recovery in cases of service errors or customer dissatisfaction, independently or in coordination with supervisors
  • Accurately document customer interactions, profiles, and reservation detail
  • Manage customer complaints and strive for first-call resolution (FCR)
  • Ensure strict compliance with company policies, procedures, and Information Security Management Systems (ISMS)
  • Maintain confidentiality and security of all company and customer information at all times

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    • Required Skills and Competencies

      • Working knowledge of PCs and applications such as Microsoft Office
      • Adequate keyboarding and system navigation skills
      • Strong customer service orientation with a focus on customer satisfaction
      • Excellent verbal communication skills in neutral English (no strong regional accent)
      • Good written communication skills with correct grammar and sentence construction
      • Ability to clearly articulate thoughts and explain solutions
      • Strong listening skills and comprehension ability
      • Patience and resilience when handling challenging or high‑pressure situations
      • Team-oriented mindset with the ability to collaborate effectively
      • Basic analytical skills and sound judgment
      • Strong situational handling and problem‑solving abilities
      • Leadership skills are an advantage but not mandatory

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    • Candidate Specifications

      • At least a Senior High School Graduate (K–12)
        OR completed at least 2 years in college (no back subjects)
        OR a College Graduate
      • Minimum of 6 months call center experience
      • Previous experience in an airline, travel, or similar customer service role may be required for specific programs, with experience requirements varying by account

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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.
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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.