Customer Service Representative - English

WebBeds Services Inc.; Mandaluyong; On-site; PHP 279,000 - 446,000; Full time

Job summary

WebBeds is seeking a Customer Service Representative (Level 1) to deliver outstanding support to our internal and external clients. You will handle enquiries, resolve issues, and provide accurate information across written and spoken channels.

This role emphasizes customer focus, organization, and the ability to work in a fast-paced environment. You will help maintain positive relationships with partners and contribute to the wider success of WebBeds.

Qualifications

• Previous experience in customer service or customer-facing role.
• Proficiency in relevant computer applications and company systems used to access and update customer information.
• Strong problem-solving and attention to detail, with the ability to think creatively, anticipate issues, research thoroughly, and deliver accurate solutions.
• Excellent verbal and written communication skills, with a strong focus on active listening and empathy.

Responsibilities

• Deliver exceptional customer service by addressing enquiries, resolving issues, and providing accurate information.
• Manage client, hotel, and supplier queries, including bookings, amendments, and issue resolution.
• Build trusted professional relationships and understand client needs to enhance the customer experience.
• Respond through phone, email, and chat, ensuring prompt, professional, and clear communication.
• Use systems and tools to research, troubleshoot, and resolve customer queries, escalating when required.
• Identify root causes, ask relevant questions, and apply effective solutions.

Skills

Customer service

Call center

English fluency

Problem solving

Job description

What you will do on your journey with WebBeds. As a Customer Service Representative (Level 1), you will play a crucial role in delivering outstanding support to our internal and external clients. You will handle enquiries, resolve issues, provide accurate information, and help maintain positive relationships with our valued partners across written and spoken communication channels. This role is ideal for someone who is customer‑focused, organised, and confident working in a fast‑paced environment. Your communication skills, attention to detail, problem‑solving ability, and teamwork mindset will help you deliver excellent service while contributing to the wider success of WebBeds.

Key responsibilities

• Deliver exceptional customer service: Support WebBeds partners by addressing enquiries, resolving issues, and providing accurate, helpful information.
• Manage client, hotel, and supplier queries: Handle booking confirmations, amendments, and issue resolution, using strong problem‑solving skills to find effective solutions.
• Build trusted professional relationships: Understand client needs and enhance the overall customer experience.
• Respond through official communication channels: Handle phone, email, and, where applicable, chat interactions promptly, professionally, and clearly.
• Use systems, tools, and resources effectively: Research, troubleshoot, and resolve customer queries, escalating when required.
• Identify root causes and apply solutions: Listen actively, ask relevant questions, and think critically.
• Navigate multiple priorities accurately and efficiently: Maintain productivity while minimising impact on hourly or daily output.
• Collaborate across teams and departments: Ensure seamless coordination, effective problem‑solving, and consistent service delivery.
• Maintain accurate records and customer information: Update systems and documentation in line with internal policies, procedures, and service level agreements.
• Remain flexible and adaptable: Manage changing priorities, ad‑hoc tasks, offline or system‑generated work, and additional projects as required by the line manager.

The skills we would love to see in your suitcase!

• Previous experience in a customer service or customer‑facing role (required); travel industry and/or call centre experience is desirable.
• Proficiency in relevant computer applications, software, and company systems used to access and update customer information.
• Strong problem‑solving and attention to detail, with the ability to think creatively, anticipate issues, research thoroughly, and deliver accurate solutions.
• Excellent verbal and written communication skills, with a strong focus on active listening and empathy.
• Organisation and time management, with the ability to prioritise tasks, manage multiple responsibilities, and meet deadlines in a fast‑paced environment.
• Flexibility and adaptability, comfortable with changing priorities, evolving business needs, and a shifting schedule.
• Resilience and professionalism, with the ability to work under pressure while remaining calm and focused.
• Teamwork and collaboration, working effectively with colleagues and other departments to deliver exceptional service.
• Customer‑focused mindset, with a genuine desire to support a variety of clients and help them achieve their goals.
• Results orientation, with a commitment to meeting or exceeding performance targets and contributing to team success.
• Proficient English, both written and spoken.

Web Travel Group is a global B2B organisation servicing the travel industry, connecting hotels and other travel sellers to a diverse network of travel buyers all over the world through our trade only digital travel marketplace brand –WebBeds. WebBeds provides powerful distribution solutions that make selling and buying travel easier. WebBeds connects hotels to sell rooms with travel buyers looking to find rooms for their customers, the travelling public. WebBeds partners are supported through a truly global footprint, we have a team of 2,000+ people in 120+ cites across 50+ countries speaking 50+ languages - all focused on ensuring WebBeds delivers value, choice, expertise and an unrivalled level of service. Hotels and other suppliers - global and regional hotel chains, independent hotels, apartments, resorts, attractions, transfer and sightseeing companies and more - can sell their products through WebBeds by connecting to a global network of online and offline travel buyers through cutting edge solutions that provide greater inventory control to simplify distribution, and leverage WebBeds enhanced analytics to inform inventory optimisation choices – saving costs and increasing revenue. Travel buyers - online travel agencies, retail travel agents, corporate travel managers, tour operators, wholesalers, tourism boards, super apps, DMC’s, group providers, airlines and more - can integrate the hundreds of thousands of hotels and ground services in the WebBeds marketplace through simple and seamless API connectivity, or they cansearch, shop and book online through one of WebBeds trade only booking sites.