Customer Support for Travel and Tourism Account

TORCH Solutions; Philippines; Sur place; PHP 201 000 - 268 000; Plein temps

Résumé du poste

Torch Solutions in Cebu, Central Visayas is seeking a dedicated Customer Support agent for Travel and Tourism to join the team on a full-time basis. You will be the voice of the company, handling bookings, answering inquiries, and resolving issues with professionalism.

This role requires fluent English, strong communication, empathy, and the ability to multitask in a fast-paced travel environment while meeting service targets and collaborating with colleagues across departments.

Qualifications

• Proven experience in customer service or call centre environments.
• At least 6 months customer service experience.
• Excellent communication skills.
• Strong problem-solving abilities and a customer-focused mindset.
• Ability to multitask effectively and manage time efficiently in a high-volume call environment.
• Patience and empathy when dealing with diverse customers.
• Fluent in English with clear pronunciation.
• A high school diploma or equivalent qualification.
• Reliable attendance and punctuality.
• Knowledge of travel and tourism industry practices is desirable.

Responsabilités

• Handle inbound and outbound customer calls, providing accurate information and support regarding travel and tourism services and bookings.
• Address customer inquiries, complaints and concerns in a professional and courteous manner, working towards swift resolution.
• Maintain accurate records of customer interactions and transactions using company systems and databases.
• Process travel bookings, cancellations and modifications according to company procedures and customer requirements.
• Provide product and service information to customers, highlighting available packages and special offers.
• Escalate complex issues to supervisors or specialised teams when necessary.
• Meet and exceed call handling targets including average handle time, first-call resolution and customer satisfaction metrics.
• Collaborate with team members and other departments to ensure consistent service delivery.
• Follow company policies, procedures and compliance guidelines at all times.

Connaissances

Customer service

Communication skills

Problem solving

Multitasking

Empathy

English fluency

Formation

High school diploma

Description du poste

About the role

We are seeking a dedicated Customer Support for Travel and Tourism Account to join the team in Cebu, Central Visayas. This is a full-time position offering an exciting opportunity to deliver exceptional customer service to clients within the travel and tourism industry. As a Customer Support professional, you will be the voice of our company, providing timely assistance and resolving customer queries with professionalism and efficiency. This role is essential to maintaining our reputation for outstanding service and customer satisfaction within a fast-paced, dynamic environment.

Key responsibilities

• Handle inbound and outbound customer calls, providing accurate information and support regarding travel and tourism services and bookings
• Address customer inquiries, complaints and concerns in a professional and courteous manner, working towards swift resolution
• Maintain accurate records of customer interactions and transactions using company systems and databases
• Process travel bookings, cancellations and modifications according to company procedures and customer requirements
• Provide product and service information to customers, highlighting available packages and special offers
• Escalate complex issues to supervisors or specialised teams when necessary
• Meet and exceed call handling targets including average handle time, first-call resolution and customer satisfaction metrics
• Collaborate with team members and other departments to ensure consistent service delivery
• Follow company policies, procedures and compliance guidelines at all times

What we're looking for

• Proven experience in customer service or call centre environments, preferably within the travel and tourism sector
• At least 6 months Customer service experience
• Excellent communication skills with the ability to articulate information clearly and professionally
• Strong problem-solving abilities and a customer-focused mindset
• Ability to multitask effectively and manage time efficiently in a high-volume call environment
• Patience and empathy when dealing with diverse customers and challenging situations
• Fluent in English with clear pronunciation; additional languages are advantageous
• A high school diploma or equivalent qualification
• Reliable attendance and punctuality
• Knowledge of travel and tourism industry practices and terminology is desirable