Customer Support Specialist – Travel & Hospitality Technology | Pasig City

Transcom Worldwide (Philippines), Inc.; Pasig; On-site; PHP 290,000 - 469,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Health benefits

Career development

Collaborative team

Job summary

Transcom Worldwide (Philippines), Inc. is seeking passionate Customer Service Representatives to join our Pasig City team. You will handle inquiries, troubleshoot issues, and ensure interactions reflect our brand quality, driving satisfaction and loyalty across multiple products.

You should have 1+ year in customer-facing roles, fluent English, strong communication, and experience with CRM systems. Onsite position with a flexible schedule and opportunities for growth are offered.

Qualifications

• At least college level.
• Must be 18 years old and above.
• Willing to work onsite with a flexible schedule.
• At least 1 year experience in a customer-facing support role (BPO/Non-BPO).
• Should have technical skills (read/write technical codes).
• With experience in AI workflow.

Responsibilities

• Handle inbound customer inquiries and complaints via phone, email, and chat.
• Provide accurate and timely responses to customer questions and concerns.
• Identify and resolve customer issues, escalate complex cases as needed.
• Maintain detailed records of customer interactions and document resolutions.
• Contribute to the continuous improvement of customer service processes and procedures.
• Adhere to company policies, procedures, and quality standards.

Skills

Excellent communication

Fluency in English

Problem solving

CRM software

Teamwork

Adaptability

Education

College level

Tools

PMS

Payment gateway

Channel manager

Job description

About the role

Transcom Worldwide (Philippines), Inc. is looking for passionate and tech-savvy Customer Service Representatives to join our dynamic team in Pasig City. In this role, you will be the voice of a leading brand, delivering top-tier support to customers across a range of innovative consumer products. You’ll handle inquiries, troubleshoot concerns, and ensure every interaction reflects the quality and reliability the brand is known for—driving customer satisfaction, loyalty, and a seamless digital experience.

What you'll be doing

• Handle inbound customer inquiries and complaints via phone, email, and chat

• Provide accurate and timely responses to customer questions and concerns

• Identify and resolve customer issues, and *escalate complex cases as needed*

• Maintain detailed records of customer interactions and document resolutions

• Contribute to the continuous improvement of customer service processes and procedures

• Adhere to company policies, procedures, and quality standards

What we're looking for

• Experience in a customer-facing support role in tech (SaaS/Hotel tech) (ideally SaaS support or PMS / POS / payments support).

• Experience working in high-volume, queue-based environments (live chat, or similar real-time channels) with measurable KPIs.

• Comfortable working in multi-product, multi-system environments (e.g., PMS + payment gateway + channel manager).

• Comfortable working with/around AI-powered support tools (knowledge bots, suggested replies, etc.).

• Bonus points: Exposure to hospitality operations (front office, reservations, etc.).

• Excellent communication and interpersonal skills, with the ability to interact with customers in a professional and empathetic manner

• Strong problem-solving and decision-making abilities to effectively handle customer inquiries and concerns

• Proficient in using computer systems and customer relationship management (CRM) software

• Previous experience in a customer service or call centre environment is preferred

• Fluency in English and the ability to communicate effectively in a team environment

• Flexible and adaptable to work in a fast-paced, dynamic environment

Qualifications for a CSR Role

• At least college level.

• Must be 18 years old and above.

• Must be willing to work onsite with a flexible schedule.

• At least 1 year experience in a customer-facing support role (BPO/Non-BPO)

• Should have technical skills (can read and write technical codes)

• With experience in AI workflow

What we offer

• Competitive salary and performance-based bonuses

• Comprehensive health and wellness benefits

• Opportunities for career development and growth

• Supportive and collaborative team environment

• Modern and comfortable work facilities

About us

Transcom Worldwide (Philippines), Inc. is a leading provider of customer experience solutions, specialising in customer service, technical support, and sales. With a global presence and a strong track record, we are committed to delivering exceptional service and creating lasting value for our clients and their customers.