Travel & Hospitality Customer Service Representative

This opportunity is ideal for candidates with at least 6 months of BPO experience and previous Travel account experience who are ready to advance their careers in the travel and hospitality industry.

Key Responsibilities

• Handle inbound calls from international customers in a professional and courteous manner.
• Assist customers with travel and hospitality-related inquiries and concerns.
• Provide support for reservations, bookings, rebookings, modifications, and cancellations.
• Provide accurate information regarding travel services, policies, schedules, and applicable procedures.
• Assist customers in resolving booking and service-related concerns efficiently.
• Identify customer needs and recommend appropriate solutions based on available options.
• Navigate relevant reservation and customer service systems accurately.
• Document customer interactions, transactions, and resolutions in the appropriate systems.
• Escalate complex or unresolved concerns to the appropriate department when necessary.
• Follow company policies, procedures, quality standards, and customer service guidelines.
• Maintain professionalism and composure when handling challenging customer interactions.
• Consistently meet established performance, productivity, quality, and customer satisfaction standards.

Qualifications

• Senior High School (SHS) Graduate or High School Graduate under the old curriculum.
• At least 6 months of BPO experience.
• Previous Travel account experience is required.
• Previous voice channel experience.
• Good English communication skills.
• Minimum CEFR B2 English proficiency.
• Strong customer service and problem-solving skills.
• Comfortable communicating with international customers.
• Willing to work on a shifting schedule.
• Able to work effectively in a fast-paced customer service environment.

Preferred Skills

• Strong verbal communication and active listening skills.
• Excellent customer service and interpersonal skills.
• Knowledge of travel, reservations, hospitality, or booking processes.
• Strong attention to detail and accuracy.
• Ability to multitask and navigate multiple systems.
• Good problem-solving and decision-making abilities.
• Ability to handle customer concerns calmly and professionally.
• Adaptability to changing schedules, processes, and customer requirements.
• Basic computer literacy and strong system navigation skills.