Customer Support Associate

Canon Australia; Pampanga; Hybrid; PHP 350,000 - 480,000; Full time

Job summary

Canon Australia is hiring for a role within a global travel technology company to provide customer support across phone, email and live chat, guiding customers through their booking journey with accuracy and care.

You will engage with customers, collaborate with internal teams to deliver a seamless experience, and strive to meet KPIs while maintaining high service standards. Flexible working arrangements are available.

Qualifications

• 1-2 years’ experience in customer-facing roles.
• Exceptional oral and written communication in English.
• Comfortable working with goals, KPIs, or conversion targets while maintaining a customer-first approach.

Responsibilities

• Engage with customers via phone, email, and live chat to provide timely, professional support.
• Assist customers throughout their booking and travel journey with accurate information and solutions.
• Respond to inquiries and requests while maintaining high service standards.
• Perform back-office and administrative tasks to support customer accounts and bookings.
• Investigate, resolve and escalate issues as needed to ensure prompt resolutions.
• Collaborate with internal teams to deliver a seamless customer experience.
• Meet or exceed KPIs and SLAs.
• Contribute to a positive, high-performing team environment.

Skills

Customer support

English fluency

Education

Bachelor's degree

Job description

Job Description:

About Us

We are a global travel technology and customer experience company dedicated to making travel planning and booking simpler, smarter, and more accessible. By connecting travelers with a diverse range of travel experiences and services worldwide, we help create seamless journeys from discovery to booking and beyond.

Since our establishment, we have been committed to leveraging technology and innovation to transform the way people explore the world. Our platforms and solutions empower customers, travel partners, and industry stakeholders through streamlined processes, enhanced connectivity, and exceptional service experiences.

With a diverse and multicultural workforce spanning multiple regions across Europe, North America, Asia-Pacific, and beyond, we foster a collaborative environment that values creativity, continuous improvement, and customer-centric thinking. Our people are at the heart of everything we do, driving innovation and delivering meaningful experiences that shape the future of travel.

As we continue to grow, we are looking for talented individuals who are passionate about technology, service excellence, and making a positive impact in a dynamic global industry.

Essential Duties

About The Role

• Engage with customers via phone, email, and live chat to provide timely, professional, and customer-focused support.
• Assist customers throughout their booking and travel journey by providing accurate information and appropriate solutions.
• Respond to customer inquiries, concerns, and requests while maintaining high service quality standards.
• Perform back-office and administrative tasks to support customer accounts, bookings, and operational processes.
• Investigate, resolve, and **escalate** customer issues as needed to ensure prompt and satisfactory resolution.
• Collaborate with internal teams and stakeholders to deliver a seamless and positive customer experience.
• Meet or exceed established Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and quality standards.
• Contribute to a positive, collaborative, and high-performing team environment through effective communication and continuous improvement initiatives.

Continuous Improvement

• Instil and lead with Client Values and Behaviours.
• Embrace training and development opportunities in order to continually improve industry, product and service knowledge.
• Contribute to building a strong team ethos that facilitates continuous improvement and the creation of a high-performance culture.
• Participate in forums to generate ideas and suggestions for improvement and help to test those improvements in own work area
• In additional to having good knowledge and skills in own area, use an appreciation of how the performance of own area has an impact on customers and their wider business process to guide own work activities

Qualifications

• College/Bachelor’s Degree in a related discipline or equivalent
• Comfortable working with goals, KPIs, or conversion targets while maintaining a customer-first approach.
• 1-2 years’ experience related to generating sales and ideally travel assistance.
• Exceptional oral and written communication skills. Must be fluent in English.
• Quick Navigation Ability, Web Savvy, Coordinating experience
• Multitasking: Ability to Toggle Between Screens/Tools

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self at work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Successful applicants will be notified of next steps.