Customer Support Agent for Travel & Tourism

TORCH Solutions; Cebu City; On-site; PHP 350,000 - 650,000; Full time

Benefits offered by this job

On-site workspace with modernAmenities

Performance-based incentives

Health benefits and career growth

Job summary

Torch Solutions in Cebu City operates an on-site hub delivering 24/7 travel customer support to international brands. Our agents are the frontline voice for travelers, resolving bookings, changes, and refunds across airlines, hotels, and tour operators.

Handle inquiries via phone, email, and chat, provide real-time information on travel policies and schedules, and escalate complex cases with clear documentation.

Qualifications

• Experience providing customer service in travel or hospitality.
• Familiarity with booking issues, itineraries, refunds, and travel policies.

Responsibilities

• Handle inbound/outbound inquiries via phone, email, and chat for global travel partners.
• Provide accurate, real-time information on flights, hotels, visa requirements, and local tips.
• Escalate complex cases to supervisors or specialized teams with proper documentation.

Skills

Microsoft Office

English Proficiency

Customer Service

Travel Industry Knowledge

Call Center Operations

ServiceNow

Tools

ServiceNow

Microsoft Office

Job description

About The Opportunity

A dynamic player in the global travel and tourism outsourcing sector, we empower top-tier travel brands with seamless, 24/7 customer support solutions. Our agents are the frontline voice for international travelers — resolving booking issues, managing itineraries, and delivering exceptional experiences across airlines, hotels, and tour operators. We operate from our state-of-the-art on-site hub in the Philippines, offering a fast-paced, client-focused environment where service excellence drives every interaction.

About The Opportunity

A dynamic player in the global travel and tourism outsourcing sector, we empower top-tier travel brands with seamless, 24/7 customer support solutions. Our agents are the frontline voice for international travelers — resolving booking issues, managing itineraries, and delivering exceptional experiences across airlines, hotels, and tour operators. We operate from our state-of-the‑art on‑site hub in the Philippines, offering a fast-paced, client‑focused environment where service excellence drives every interaction.

Role & Responsibilities

• Handle inbound/outbound customer inquiries via phone, email, and chat for global travel partners — resolving issues related to bookings, cancellations, itinerary changes, and refunds.
• Provide accurate, real‑time information on flight schedules, hotel availability, travel policies, visa requirements, and local destination tips.
• Escalate complex cases to supervisors or specialized teams while maintaining clear documentation and follow‑up protocols.
• Participate in daily briefings, product training, and quality assurance sessions to stay updated on travel policies, promotions, and partner updates.

Skills & Qualifications

Must‑Have

• Microsoft Office
• English Proficiency
• Customer Service
• Travel Industry Knowledge
• Call Center Operations
• Preferred
• ServiceNow

Benefits & Culture Highlights

• On‑site, professional workspace with modern amenities and team engagement programs.
• Performance‑based incentives, health benefits, and career growth pathways within travel outsourcing.
• Supportive, high‑energy culture with ongoing training and recognition for top performers.

Skills: airlines,microsoft office,agents,customer service,travel