Customer Service Representative (Travel Account)

Company Overview

We are a globally recognized BPO leader, delivering world-class customer experience solutions to top-tier brands across multiple industries. Our partnership with a premier travel and hospitality client allows us to help millions of travelers navigate their journeys seamlessly—from booking flights to managing reservations and resolving travel disruptions. We pride ourselves on innovation, empathy, and operational excellence.

Position Summary
The Travel Account CSR serves as the first point of contact for travelers worldwide. You will handle inbound calls, emails, and chats related to flight bookings, hotel reservations, cancellations, rebooking, and general travel inquiries. This role demands a solution-oriented mindset, exceptional communication skills, and the ability to remain calm under pressure, especially during peak travel seasons or emergency situations.

Key Responsibilities

• Assist customers with flight reservations, changes, cancellations, and upgrades using airline reservation systems.
• Process hotel and car rental bookings, ensuring accurate entry of guest details and special requests.
• Troubleshoot travel-related issues such as delayed flights, lost baggage, and itinerary conflicts, providing timely and empathetic resolutions.
• Educate customers on travel policies, fare rules, baggage allowances, and loyalty program benefits.
• Meet and exceed key performance indicators (KPIs) including customer satisfaction (CSAT), first-call resolution (FCR), and average handling time (AHT).
• Document all customer interactions accurately in the CRM system for future reference and quality assurance.
• Collaborate with team leads and operations managers to identify process improvement opportunities.

Qualifications

• At least 6 months of customer service experience in a BPO or contact center environment.
• High School Graduate or Senior High School Graduate.
• Excellent verbal and written English communication skills.
• Strong problem-solving and active listening abilities.
• Basic computer navigation skills and typing proficiency (at least 35 WPM).
• Willing to work on-site on a shifting schedule, including nights, weekends, and holidays.

Why Join Us?

• Competitive ₱25,000 monthly salary.
• Day 1 HMO coverage with free dependent.
• Paid training and continuous learning opportunities.
• Clear career progression pathway (CSR → Senior CSR → Team Lead → Operations Manager).
• Performance-based incentives and attendance bonuses.
• Supportive, diverse, and inclusive work culture.

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