Customer Support for Travel and Cruise Account

TalentSync Training and Development; Cebu City; Presencial; PHP 223.000 - 312.000; Jornada completa

Descripción de la vacante

TalentSync Training and Development seeks a dedicated Customer Support Representative for Travel and Cruise Account to join our call centre team in Cebu. You will be the primary contact for travel clients, delivering friendly, accurate assistance and resolving inquiries with professionalism and efficiency.

This full-time role requires strong communication, active listening, and the ability to multitask while updating records in our system.

Formación

• Proven experience in customer service, ideally in call centres, travel, tourism or hospitality.
• Excellent verbal and written communication skills.
• Strong active listening and empathy when interacting with customers.
• Ability to multitask and manage multiple inquiries simultaneously.
• Proficiency in using computer systems and call centre software platforms.
• Knowledge of travel and cruise industry is advantageous but not essential; comprehensive training provided.

Responsabilidades

• Answer incoming calls and emails regarding travel and cruise bookings, itineraries, and inquiries.
• Provide accurate information about travel packages and cruise offerings.
• Assist customers with bookings, modifications, cancellations, refunds, and special requests.
• Document interactions in the call centre management system.
• Handle customer complaints with empathy and resolve issues promptly.
• Adhere to call centre standards and customer satisfaction metrics.
• Collaborate with colleagues to share best practices and support team objectives.

Conocimientos

Customer service

Active listening

Multitasking

Empathy

Communication

Problem solving

Educación

High school diploma

Herramientas

Call centre software

CRM systems

Call centre management system

Descripción del empleo

We areseeking a dedicated and customer-focused Customer Support Representative for Travel and Cruise Account to join our dynamic call centre team. This is a full-time position based in Cebu, Central Visayas. In this role, you will be the primary point of contact for our travel and cruise account customers, providing exceptional support and resolving their inquiries with professionalism and efficiency. You will play a vital part in maintaining customer satisfaction and loyalty whilst representing our brand values across all customer interactions.

Key responsibilities

• Answer incoming customer calls and respond to emails regarding travel and cruise bookings, itineraries, and account inquiries
• Provide accurate information about travel packages, cruise offerings, destinations and associated services
• Assist customers with booking modifications, cancellations, refunds and special requests
• Document customer interactions comprehensively in the call centre management system
• Identify and escal ...
• Maintain detailed knowledge of travel industry products, policies and procedures
• Handle customer complaints with empathy and work towards resolution in a timely manner
• Adhere to call centre standards including adherence, quality and customer satisfaction metrics
• Collaborate with colleagues to share best practices and support team objectives
• Follow company protocols and compliance requirements consistently

What we're looking for

• Proven experience in customer service, ideally within a call centre, travel, tourism or hospitality environment
• Excellent verbal and written communication skills with the ability to articulate information clearly
• Strong active listening skills and empathy when interacting with customers
• Ability to multitask effectively and manage multiple customer inquiries simultaneously
• Proficiency in using computer systems and call centre software platforms
• Problem-solving mindset with the capacity to think creatively and find customer‑centric solutions
• Patience and composure when handling challenging or frustrated customers
• Attention to detail and accuracy in processing information and transactions
• Flexibility to work shifts, including evenings and weekends as required
• High school diploma or equivalent qualification
• Knowledge of the travel and cruise industry is advantageous but not essential; we provide comprehensive training