Customer Support for Luxury Travel Booking Blended Voice/Non-Voice Account

TORCH Solutions; Philippines; On-site; PHP 360,000 - 480,000; Full time

Benefits offered by this job

On-site wellness amenities

Career growth into premium account mgm

Elite travel perks

Job summary

TORCH Solutions is seeking a Luxury Travel Customer Support Specialist in the Philippines to deliver white-glove service to premium clients via voice, email, chat, and ticketing. You will handle luxury travel bookings, post-booking requests, and partner with hotels, airlines, and concierge teams to ensure flawless experiences.

Ideal candidates have fluent English, experience with Zendesk and Salesforce Service Cloud, strong CRM skills, and a polished, proactive communication style to meet SLAs

Qualifications

• Fluent English (written and spoken).
• Experience with Zendesk and Salesforce Service Cloud.
• CRM proficiency and strong communication skills.
• Knowledge of Microsoft Office Suite and standard customer service tools.
• Understanding of SLA requirements and service metrics.

Responsibilities

• Deliver exceptional support via voice, email, chat and ticketing for luxury travel bookings and post-booking requests.
• Resolve complex itineraries, cancellations, upgrades, and special requests with professionalism.
• Coordinate with hotels, airlines, and concierge partners to ensure seamless client experiences.
• Maintain high CSAT by empathetic, solution-oriented communication.
• Document and escalate critical issues while adhering to luxury brand standards.
• Meet SLAs and KPIs while handling high-volume, high-value interactions.

Skills

Fluent English

Call center etiquette

Customer service scripting

SLA compliance

Tools

Zendesk

Salesforce Service Cloud

CRM

Microsoft Office Suite

Job description

About The Opportunity

A premium travel-focused BPO serving high-net-worth clientele and luxury travel brands, we deliver white-glove customer experiences across global destinations. Our team partners with 5-star hotels, private jet charters, and elite concierge services to deliver seamless, personalized travel solutions-where every detail matters and service excellence is non-negotiable.

Role & Responsibilities

• Deliver exceptional customer support via voice and non-voice channels (email, chat, ticketing) for luxury travel bookings and post-booking requests.
• Proactively resolve complex travel itineraries, cancellations, upgrades, and special requests with elegance and precision.
• Collaborate with travel partners (hotels, airlines, concierge) to ensure seamless client experiences and on-time delivery of promised services.
• Maintain high CSAT scores by exceeding customer expectations with empathetic, solution-oriented communication.
• Document and escalates critical client issues while ensuring compliance with luxury brand service standards.
• Adhere to SLAs and KPIs while managing high-volume, high-value client interactions with consistent accuracy and warmth.

Skills & Qualifications

• Must-Have
  • Fluent English (written & spoken)
  • Zendesk
  • Salesforce Service Cloud
  • CRM
  • Microsoft Office Suite
  • Call center etiquette
  • Customer service scripting
  • SLA compliance
• Preferred
  • Luxury hospitality experience
  • Multi-channel support experience

Benefits & Culture Highlights

• Global clients, premium brands, and elite travel perks
• On-site collaborative workspace with wellness amenities
• Career growth into premium account management or team leadership

Skills: luxury travel,customer support,microsoft office suite,bpo