Customer Support for Travel and Hospitality

TORCH Solutions; Cebu City; On-site; PHP 335,000 - 502,000; Full time

Benefits offered by this job

On-site workplace facilities

Transport allowance

Job summary

TORCH Solutions is hiring for a travel customer support role based in Metro Manila. You will handle inquiries via phone, email, and chat, assisting with itineraries, reservations, cancellations, and policy changes.

You will resolve booking conflicts, rebook disrupted trips, and process refunds or travel credits according to airline/hotel policies. Collaboration with operations and vendors is essential for delays and overbookings.

Qualifications

• Experience with travel PMS platforms is a plus.
• Proficiency in Microsoft Office (Excel, Outlook).
• Strong English written and spoken communication.

Responsibilities

• Handle inbound/outbound customer inquiries via phone, email, and chat across travel itineraries, reservations, cancellations, and policy changes.
• Resolve booking conflicts, rebook disrupted trips, and process refunds or travel credits per airline/hotel policies.
• Collaborate with operations and vendor teams to expedite solutions for delayed flights, overbookings, or no-shows.

Skills

Travel PMS platforms

Customer service protocols

English fluency

Booking systems knowledge

Tools

Microsoft Office

Job description

About The Opportunity

We’re a dynamic outsourcing partner in the Travel & Hospitality sector, powering seamless customer experiences for global brands. Our team delivers 24/7 support across flights, hotels, bookings, and travel disruptions — turning service challenges into loyalty‑building moments. Based in the Philippines, we operate in a fast‑paced, customer‑obsessed environment where empathy, tech‑savviness, and cultural fluency drive real impact.

About The Opportunity

We’re a dynamic outsourcing partner in the Travel & Hospitality sector, powering seamless customer experiences for global brands. Our team delivers 24/7 support across flights, hotels, bookings, and travel disruptions — turning service challenges into loyalty‑building moments. Based in the Philippines, we operate in a fast‑paced, customer‑obsessed environment where empathy, tech‑savviness, and cultural fluency drive real impact.

Role & Responsibilities

• Handle inbound/outbound customer inquiries via phone, email, and chat across travel itineraries, reservations, cancellations, and policy changes.
• Resolve booking conflicts, rebook disrupted trips, and process refunds or travel credits in line with airline/hotel policies.
• Collaborate with operations and vendor teams to expedite solutions for delayed flights, overbookings, or no‑show situations.

Skills & Qualifications

• Travel PMS platforms (Amadeus, Sabre, Travelport) is preferred but not required
• Customer service protocols (Call Scripting, Upselling, De‑escalation)
• Microsoft Office Suite (Excel, Outlook)
• English fluency (written & spoken) for international clientele
• Basic understanding of airline/hotel booking systems

Benefits & Culture Highlights

• On‑site workplace in Metro Manila with modern facilities, free meals, and transport allowance.
• Flexible shift rotations with 24/7 coverage — night & weekend premiums apply.

Skills: proactive customer service,bookings,travel