Customer Service Representative (Travel Account)

Job Overview

You will act as an expert and liaison, providing product/services information and resolve any emerging problems that the companys customer accounts and clients might face with accuracy and efficiency. You will become and act as the expert in the application features and functions of the booking platform. The target is to ensure excellent service standards, respond efficiently and fast to customer inquiries and issues while maintaining high customer satisfaction.

Responsibilities

• Develop strong customer relationships and will be responsible for resolving customer queries through phone (Outbound and Inbound Calls), e-mail and chat in a fast and professional manner
• Create a positive company experience for the customer, vendors, and suppliers
• Provide accurate information about the companys products or services including their platform and answering questions
• Escalation of technical support issues when encountered
• Manage and take ownership of the resolution process for all customer related issues to final resolution
• Keep confidential records and financial information private and secure
• Record details of customer contacts and action taken document in systems and use tickets
• Other duties may be requested for support including administrative and testing of platform and system
• Communicating with the airlines, vendors, and cross-department when needed
• Keep high satisfaction standards and exceed crew members' expectations when managing bookings and requests
• Resolve queries by applying established company standard procedures and tactics

Experience

• Knowledgeable in handling multiple queries and familiar with ticketing systems
• Excellent English skills both oral and written
• Preferably with two (2) years of experience in the Travel industry (no GDS required)
• Preferably with two (2) years of experience in the BPO industry
• Previous customer service experience
• Adaptable, fast learner with the ability to creatively find customer solutions
• Flexibility in shift schedules and work hours
• Computer, high speed internet connection, head-set and quiet workspace
• Must be willing to work in a hybrid setup as required by business needs. Office locations: Taguig, Ortigas, and Makati.
• Can start ASAP.