Customer Service Representative

MKS Workforce Management Services Inc.; Makati; Hybrid; PHP 279,000 - 390,600; Full time

Job summary

A hospitality management service provider in Metro Manila is seeking an experienced professional to manage bookings and guest inquiries. You will be responsible for ensuring excellent customer service on platforms such as Airbnb, Agoda, and Trip.com. The ideal candidate has a background in hospitality management and strong problem-solving skills. The role requires flexibility, including potential weekend and holiday work.

Qualifications

• 1–2 years of experience in customer service or guest relations.
• Exposure to booking platforms like Airbnb, Agoda, and Trip.com is preferred.
• Willingness to work flexible hours including weekends and holidays.

Responsibilities

• Manage bookings and guest inquiries on platforms.
• Respond to guest messages and concerns promptly.
• Coordinate with housekeeping for unit readiness.
• Monitor guest reviews and address complaints.
• Maintain accurate reservation and guest records.
• Ensure compliance with company procedures.
• Assist in improving online ratings.
• Generate reports on occupancy and performance.

Skills

Customer service experience

Strong communication skills

Proficiency in online booking platforms

Problem-solving ability

Interpersonal skills

Education

Bachelor’s degree in Hospitality Management or Business Administration

Tools

Airbnb

Agoda

Trip.com

MS Office

Google Workspace

Job description

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or related field (preferred)
• At least 1–2 years of experience in customer service or guest relations, ideally with exposure to Airbnb, Agoda, and Trip.com platforms
• Strong communication and interpersonal skills (verbal and written)
• Proficiency in using online booking platforms and MS Office/Google Workspace
• Customer-oriented mindset with problem-solving ability
• Willing to work flexible hours, weekends, and holidays if required

Responsibilities

• Manage bookings, guest inquiries, and reservation updates on Airbnb, Agoda, and Trip.com platforms
• Respond promptly and professionally to guest messages, requests, and concerns
• Coordinate with housekeeping and maintenance teams to ensure units are clean, prepared, and ready for guest check-in/check-out
• Monitor guest reviews and feedback; provide resolutions to complaints and escalate major issues to management
• Maintain accurate records of reservations, cancellations, and guest details
• Ensure compliance with platform policies and company procedures
• Assist in improving online ratings through excellent customer service and proactive guest engagement
• Generate reports on occupancy, customer feedback, and booking performance when needed