Customer Service for Travel and Hospitality

TORCH Solutions; Pasig; On-site; PHP 279,000 - 502,000; Full time

Benefits offered by this job

Competitive salary and bonuses

Travel perks for employees

On-site workplace with meals

Wellness programs

Career progression track

Job summary

TORCH Solutions is seeking a travel customer service associate in the Philippines to handle inquiries via phone, chat, and email with empathy and precision. You will resolve bookings, cancellations, upgrades, and travel policy questions while promoting itinerary changes and loyalty rewards.

You will collaborate with fulfillment, finance, and supplier teams to resolve disruptions and ensure timely refunds or rebookings, maintaining high service standards and meeting SLAs.

Qualifications

• Must have 12+ months GDS experience and high school or equivalent.
• Fluent English (written & spoken) with clear articulation and neutral accent.
• Proven experience in customer service for travel, hospitality or airline industry.
• Booking system familiarity with Amadeus, Sabre, Galileo, or similar.
• Strong problem-solving and conflict resolution skills.
• Ability to multitask across channels under time-sensitive SLAs.

Responsibilities

• Handle inbound/outbound customer inquiries via phone, chat, and email with empathy; resolve bookings, cancellations, upgrades, and travel policy issues.
• Proactively offer itinerary modifications, loyalty rewards, and service recovery to retain high-value travelers and reduce churn.
• Collaborate cross-functionally with fulfillment, finance, and supplier teams to resolve complex travel disruptions and ensure timely refunds or rebookings.

Skills

GDS experience

Fluent English

Customer service in travel/hospitality

Multi-channel support

Problem-solving / conflict resolution

Tools

Amadeus

Sabre

Galileo

Job description

About The Opportunity

A dynamic player in the Travel & Hospitality BPO sector, we deliver seamless, premium customer experiences for global brands across airlines, hotels, and booking platforms. Our team thrives at the intersection of cultural fluency, tech-enabled service, and 24/7 support-ensuring traveler satisfaction at every touchpoint, from reservations to post-trip resolutions.

About The Opportunity

A dynamic player in the Travel & Hospitality BPO sector, we deliver seamless, premium customer experiences for global brands across airlines, hotels, and booking platforms. Our team thrives at the intersection of cultural fluency, tech-enabled service, and 24/7 support-ensuring traveler satisfaction at every touchpoint, from reservations to post-trip resolutions.

Role & Responsibilities

• Handle inbound/outbound customer inquiries via phone, chat, and email with empathy and precision-resolving issues related to bookings, cancellations, upgrades, and travel policies.
• Proactively offer itinerary modifications, loyalty rewards, and service recovery solutions to retain high-value travelers and reduce churn.
• Collaborate cross-functionally with fulfillment, finance, and supplier teams to resolve complex travel disruptions and ensure timely refunds or rebookings.

Skills & Qualifications

Must-Have

• Highschool / Senior HS Graduate + Any 12 months GDS experience
• Fluent English (written & spoken) with clear articulation and neutral accent
• Proven experience in customer service for travel, hospitality, or airline industry
• Booking system familiarity (Amadeus, Sabre, Galileo, or similar)
• Problem-solving with conflict resolution techniques
• Ability to multitask across channels under time-sensitive SLAs

Preferred

• Experience with loyalty programs (Star Alliance, Marriott Bonvoy, etc.)
• Basic understanding of international visa requirements and travel insurance
• Certification in customer experience (CX) or service excellence

Benefits & Culture Highlights

• Competitive salary + performance bonuses + travel perks for employees
• On-site workplace with ergonomic stations, free meals, and wellness programs
• Career progression track into team lead, training, or quality assurance roles

Skills: airline,travel,bpo,customer service