Customer Service Associates (Travel and Hospitality Account)

TalentSync Training and Development; Makati; On-site; PHP 223,000 - 335,000; Full time

Job summary

TalentSync Training and Development in Makati City, Metro Manila, seeks enthusiastic Customer Service Associates to join its Travel and Hospitality Accounts team. This full-time role involves serving guests across multiple channels and resolving inquiries to support partner reputations.

Responsibilities include handling calls, emails, and chats, processing bookings and refunds, and escalating complex issues when needed. Fluency in English and a customer-first mindset are essential.

Qualifications

• High school diploma or equivalent.
• 1-2 years of customer service experience preferred.
• Fluency in English with excellent written and spoken communication.

Responsibilities

• Handle inbound and outbound calls, emails, and chat with professional resolutions.
• Assist customers with bookings, confirmations, itinerary changes, and inquiries.
• Provide accurate information on travel packages, accommodations, and services.
• Process refunds, rebooking, and compensation requests per policy.
• Escalate complex or sensitive issues to supervisors when needed.
• Participate in ongoing training to improve product knowledge and skills.
• Collaborate with team members to ensure seamless customer experiences.
• Adhere to company policies and confidentiality regulations.

Skills

Communication skills

English fluency

Problem solving

Multitasking

Patience and empathy

Team player

Time management

Education

High school diploma or equivalent

Customer service certification (advantageous)

Job description

We are seeking enthusiastic and customer-focused Customer Service Associates to join our Travel and Hospitality Account team. This is a full-time position based in Makati City, Metro Manila. In this role, you will be the voice of our travel and hospitality clients, providing outstanding customer support to guests, travellers, and service users across multiple channels. You will play a vital part in enhancing customer satisfaction, resolving inquiries efficiently, and contributing to the reputation of our esteemed travel and hospitality partners. This position offers the opportunity to develop valuable skills in a dynamic, fast-paced environment whilst building a rewarding career in customer service.

Key responsibilities

• Handle inbound and outbound customer calls, emails, and chat enquiries with professionalism and courtesy, providing timely resolutions to customer issues and requests
• Assist customers with booking confirmations, itinerary changes, cancellations, and general travel and hospitality-related inquiries
• Provide accurate information regarding travel packages, accommodation options, amenities, and services offered by our hospitality partners
• Process refunds, rebooking requests, and compensation claims in accordance with company policies and regulatory requirements
• Identify and escal* complex or sensitive customer issues to supervisors or specialist teams when necessary
• Actively participate in ongoing training and development programmes to enhance product knowledge and customer service skills
• Collaborate with team members and other departments to ensure seamless customer experiences and support operational objectives
• Adhere to all company policies, procedures, and compliance standards, including data protection and confidentiality regulations

What we're looking for

• High school diploma or equivalent qualification; additional customer service certification or hospitality-related training is advantageous
• Proven experience in customer service, ideally within the travel, hospitality, or tourism industry; at least 1-2 years of relevant experience is preferred
• Excellent communication skills, both written and verbal, with the ability to articulate information clearly and professionally to customers from diverse backgrounds
• Strong problem-solving abilities and the capacity to think critically and make sound decisions under pressure
• Exceptional patience, empathy, and interpersonal skills with a genuine commitment to delivering outstanding customer experiences
• Ability to multitask effectively, prioritise workload, and manage time efficiently in a high-volume call centre environment
• Fluency in English; additional language proficiency (such as Mandarin, Japanese, or other languages) is highly desirable for international travel and hospitality support
• Reliable, punctual, and able to commit to scheduled shifts, including potential weekend and holiday availability
• Positive attitude, team player mentality, and motivation to achieve personal and team performance targets