Customer Support for Luxury Travel Booking (Non- Voice)

TORCH Solutions; Davao City; On-site; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Career development

Training programs

Supportive team culture

Flexible scheduling

Travel discounts

Job summary

TORCH Solutions in Davao City is seeking a Customer Support professional for Luxury Travel Booking (Non-Voice). This full-time role focuses on written interactions to ensure a seamless and memorable booking experience for our luxury clients.

You will handle inquiries via email/chat, assist with flights, hotels, and exclusive packages, and collaborate with internal teams to maintain high client satisfaction while keeping data confidential.

Qualifications

• 6 months proven experience in customer service BPO/non-BPO.
• Excellent written communication skills.
• Fluency in English with strong grammar.
• Ability to work in a fast-paced travel domain.

Responsibilities

• Respond to inquiries via email, chat, and other written channels with professionalism.
• Assist luxury travel bookings including flights and hotels.
• Provide destination and offer information to help clients decide.
• Resolve booking issues and refunds promptly.
• Maintain records in the company database.
• Collaborate with reservations, billing, travel coordinators.
• Follow policies and protect client confidentiality.
• Escalate complex issues to senior staff when needed.
• Contribute to process improvements.

Skills

Written communication

Attention to detail

Multitasking

Problem solving

Empathy

Organizational skills

Education

High school diploma

Tools

Booking systems

Microsoft Office

Job description

About the role

We are seeking a Customer Support for Luxury Travel Booking (Non-Voice) professional to join our dynamic customer service team. This is a full-time position based in Davao City, Davao del Sur. In this role, you will provide exceptional support to our luxury travel clients through written communication channels, ensuring their booking experience is seamless and memorable. You will be the voice of our company in all non-voice interactions, playing a crucial part in maintaining our reputation for excellence in the luxury travel industry.

Key responsibilities

• Respond promptly to customer inquiries via email, chat, and other written communication channels with professionalism and expertise

• Assist clients with luxury travel bookings, including flight reservations, hotel accommodations, and exclusive travel packages

• Provide detailed information about travel destinations, amenities, and special offers to help customers make informed decisions

• Resolve booking issues, cancellations, modifications, and refund requests in a timely and courteous manner

• Maintain accurate records of all customer interactions and transactions in the company database

• Handle special requests and bespoke travel arrangements for high-value clients

• Collaborate with internal teams including reservations, billing, and travel coordinators to ensure customer satisfaction

• Follow company policies and procedures whilst maintaining confidentiality of customer information

• Identify and elevate complex issues to senior team members when necessary

• Contribute to continuous improvement by providing feedback on customer concerns and service processes

What we're looking for

• With 6 months proven experience in customer service BPO/Non - BPO

• Excellent written communication skills with the ability to compose clear, professional and engaging responses

• Strong attention to detail and accuracy when handling bookings and customer information

• Proficiency in using customer service software, booking systems and Microsoft Office applications

• Knowledge of luxury travel destinations, airlines, hotels and travel packages is advantageous

• Ability to multitask and manage multiple customer inquiries simultaneously

• Problem-solving skills with a customer-centric approach to resolving issues

• Patience, empathy and professionalism when dealing with diverse clientele

• Excellent organisational skills and ability to work independently within a team environment

• Fluency in English with strong grammar and spelling; additional languages are a plus

• High school diploma or equivalent; further qualifications in travel or customer service are preferred

What we offer

TORCH Solutions is committed to fostering a positive and rewarding work environment. We offer our employees:

• Competitive salary and performance-based incentives

• Comprehensive health and wellness benefits

• Opportunities for professional development and career advancement

• Training programmes to enhance customer service and industry knowledge

• A supportive and collaborative team culture

• Flexible scheduling options within business requirements

• Access to employee discounts on travel and accommodation partners