CUSTOMER SERVICE REPRESENTATIVE - Travel and Hospitality

Talent Outsourcing Channel Solutions; Metro Manila; On-site; PHP 279,000 - 391,000; Full time

Job summary

Talent Outsourcing Channel Solutions is seeking a Customer Service Representative specialising in Travel and Hospitality to join our team on a full-time basis. The role is based at our office in Mall of Asia, Pasay City, Metro Manila.

You will handle customer inquiries, resolve issues promptly, and ensure interactions reflect our commitment to excellent service in the travel and hospitality sector. You will answer calls and emails, provide information about travel packages, process bookings and

Qualifications

• Experience in call centre or travel/hospitality support.
• Excellent verbal and written English.
• Ability to handle a high volume of customer inquiries.
• Willingness to upsell travel services when appropriate.

Responsibilities

• Answer incoming customer calls and emails regarding travel bookings, reservations, and hospitality services with professionalism and courtesy.
• Provide accurate information about travel packages, hotel accommodations, flight schedules, and other travel-related products.
• Process customer requests including bookings, modifications, cancellations, and refunds in accordance with company policies.
• Resolve customer complaints and issues efficiently, escalating complex matters to supervisors when necessary.
• Maintain detailed and accurate records of all customer interactions in the company's database system.
• Provide recommendations and upsell additional travel and hospitality services when appropriate.
• Collaborate with team members and other departments to ensure seamless customer experiences.
• Adhere to quality standards, call time targets, and performance metrics established by management.
• Stay informed about current travel promotions, packages, and industry updates.
• Handle multiple customer enquiries simultaneously whilst maintaining high standards of service.

Skills

Customer service

English communication

Problem solving

Multitasking

Customer-focused

Reliability

Team collaboration

Active listening

Travel/hospitality knowledge

Education

High school diploma or equivalent

Tools

CRM platforms

Computer systems

Job description

About the role

Talent Outsourcing Channel Solutions is seeking a Customer Service Representative specialising in Travel and Hospitality to join our team on a full-time basis. This role is based at our offices in Mall of Asia, Pasay City, Metro Manila. As a Customer Service Representative, you will be the voice of our company, providing exceptional support to customers in the travel and hospitality sector. You will handle customer enquiries, resolve issues promptly, and ensure every interaction reflects our commitment to excellence. This position is crucial to maintaining customer satisfaction and loyalty in a fast-paced, dynamic industry.

Key responsibilities

• Answer incoming customer calls and emails regarding travel bookings, reservations, and hospitality services with professionalism and courtesy
• Provide accurate information about travel packages, hotel accommodations, flight schedules, and other travel-related products
• Process customer requests including bookings, modifications, cancellations, and refunds in accordance with company policies
• Resolve customer complaints and issues efficiently, escalating complex matters to supervisors when necessary
• Maintain detailed and accurate records of all customer interactions in the company's database system
• Provide recommendations and upsell additional travel and hospitality services when appropriate
• Collaborate with team members and other departments to ensure seamless customer experiences
• Adhere to quality standards, call time targets, and performance metrics established by management
• Stay informed about current travel promotions, packages, and industry updates
• Handle multiple customer enquiries simultaneously whilst maintaining high standards of service

What we’re looking for

• Proven customer service experience, preferably in a call centre or travel and hospitality environment; No CC experience required/ Highschool / Senior HS Graduate
• Excellent verbal and written communication skills in English (fluency in additional languages is advantageous)
• Strong problem-solving abilities with the capacity to remain calm under pressure
• Proficiency with computer systems and call centre technology, including CRM platforms
• Ability to multitask effectively and manage a high volume of customer interactions
• Customer-focused attitude with a genuine desire to deliver exceptional service
• Reliable and punctual with excellent attendance record
• Ability to work collaboratively within a team environment
• Patience, empathy, and active listening skills
• Knowledge of travel and hospitality industry practices (preferred but not essential)
• High school diploma or equivalent qualification at minimum

What we offer

Talent Outsourcing Channel Solutions is committed to fostering a supportive and rewarding work environment. We offer our employees competitive remuneration packages, opportunities for professional development and career advancement within the organisation. Our team enjoys a collaborative workplace culture where your contributions are valued and recognised. We provide comprehensive training to ensure you have the skills needed to excel in your role. Additionally, we offer flexible scheduling options where possible, and we are dedicated to maintaining a healthy work-life balance for all team members. We believe in investing in our people and creating an inclusive workplace where everyone can thrive.

About us

Talent Outsourcing Channel Solutions is a leading customer service outsourcing provider delivering comprehensive business process solutions to clients across various industries. We specialise in connecting talented professionals with rewarding career opportunities whilst helping businesses achieve their customer service excellence goals. Our mission is to provide innovative, reliable, and cost-effective outsourcing solutions that exceed our clients' expectations. We pride ourselves on our commitment to employee development, maintaining a positive workplace culture, and delivering outstanding customer service outcomes. With a strong presence in the Philippines, we continue to grow and expand our service offerings in the travel and hospitality sector.