Spanish-Speaking Customer Care Agent

Woola Travel and Tours; Metro Manila; On-site; PHP 357,000 - 469,000; Full time

Job summary

Woola Travel and Tours is seeking a Customer Care Agent to provide personalized assistance to Spanish-speaking clients before and during travels. The role blends customer service, travel documentation, and on-ground coordination in Manila when required.

Key responsibilities include assisting travelers via WhatsApp and calls, arranging itineraries and vouchers, and coordinating with hotels, transport providers, and the internal team to ensure a smooth experience.

Qualifications

• Native-level Spanish proficiency with excellent spoken and written skills.
• Based in Metro Manila with ability to travel to airports, hotels, and other locations as required.
• Excellent interpersonal and communication skills with a friendly, professional approach.
• Strong organizational and coordination abilities for handling multiple tasks.

Responsibilities

• Communicate with travelers via WhatsApp, phone, and other platforms.
• Provide timely, friendly, and professional assistance throughout the trip.
• Welcome travelers on arrival in Manila and assist as needed.
• Provide travel information, guidance, and on-trip support.
• Prepare and organize travel documents, itineraries, vouchers, and information for clients.
• Ensure all documents are accurate and delivered on time.
• Coordinate with internal team to relay necessary information pre- and during travel.
• Handle disruptions and customer requests during trips.
• Coordinate with local suppliers, hotels, transport providers, guides, and operations to resolve incidents.
• Maintain accurate records of customer interactions and incidents.

Skills

Spanish proficiency

Interpersonal communication

Organizational skills

Coordination

Problem-solving

Flexible schedule

Digital tools (WhatsApp/Email/Phone)

Job description

About the role

As a Customer Care Agent, you will be responsible for providing personalized assistance to Spanish-speaking clients before and during their travels. You will act as a key point of contact between travelers, local suppliers, and internal operations team, ensuring smooth communication, efficient coordination, and a positive customer experience. This is a hands-on role combining customer service, travel documentation, operational coordination, and on-the-ground assistance in Manila when required.

Key responsibilities

• Communicate with travelers throughout their journey via WhatsApp, phone calls, and other communication platforms
• Provide timely, friendly, and professional assistance, ensuring clients feel supported throughout their trip
• Welcome travelers upon arrival in Manila, including airport or hotel visits when required
• Provide relevant travel information, practical guidance, and assistance during their stay
• Prepare and organize travel documents, itineraries, vouchers, and other relevant information for clients
• Ensure all travel documentation is accurate, complete, and delivered on time
• Coordinate with the internal team to ensure travelers receive all necessary information before and during their trip
• Handle unexpected situations, travel disruptions, and customer requests during the trip
• Coordinate directly with local suppliers, hotels, transport providers, guides, and operations team to resolve incidents efficiently
• Maintain accurate records of customer interactions and incidents

About you

• Native-level Spanish proficiency, with excellent spoken and written communication skills
• Strong knowledge of Spanish culture, customer expectations, and communication styles
• Based in Metro Manila, with the ability to travel to airports, hotels, and other locations when required
• Excellent interpersonal and communication skills, with a friendly, professional, and empathetic approach
• Strong organizational and coordination skills, with the ability to manage multiple tasks simultaneously
• Proactive, solution-oriented mindset and the ability to remain calm when handling unexpected situations
• Flexibility to provide traveler assistance outside standard office hours, including evenings, weekends, and public holidays when required
• Comfortable using digital communication tools, including WhatsApp, email, and phone

About us

Woola Travel and Tours is a destination management company (DMC) based in the Philippines, specializing in tailor‑made travel experiences across the Philippine islands. We work closely with international travelers and local partners to create personalized, high‑quality journeys, providing dedicated assistance and support throughout their stay.