Travel Customer Success Agent

Goway Travel; Manila; On-site; PHP 30,000 - 40,000; Full time

Benefits offered by this job

Competitive salary

Performance incentives

Paid personal days

Comprehensive medical, dental, and vision coverage

Continuous learning and training opportunities

Exclusive discounts on worldwide getaways

Job summary

Goway Travel in Manila seeks a proactive Customer Experience Agent to deliver exceptional support across travel and post-travel services. The ideal candidate will manage client inquiries through phone and email, ensuring first-class service.

This full-time role requires flexibility and strong problem-solving skills. Joining Goway means enjoying competitive salary, performance incentives, and exclusive travel perks.

Qualifications

• Previous experience in DMC operations, travel agency, or tour operator roles preferred.
• Ability to adapt to varying priorities and schedules.
• Passion for delivering exceptional client experiences consistently.

Responsibilities

• Provide exceptional support to clients via phone, email, and other channels.
• Act as a trusted advisor to clients, anticipating their needs.
• Document all interactions thoroughly to ensure continuity of client records.

Skills

Strong verbal and written communication skills

Excellent problem-solving skills

Proficiency in CRM systems and reservation platforms

Ability to multitask

Tools

iVector

Salesforce

Tour Plan

hotel beds

Job description

Overview

Job Purpose: We are seeking a proactive and adaptable Customer Experience Agent to support clients across multiple lines of business in both travel and post-travel services. The ideal candidate will think like a traveler, work like a professional agent, and consistently deliver first-class service. This role requires flexibility, strong problem-solving skills, and the ability to manage client interactions with expertise and empathy.

Responsibilities

• Provide exceptional support to clients via phone, email, and other channels, covering travel bookings, itinerary management, post-travel inquiries, and related services.
• Act as a trusted advisor to clients, anticipating their needs and delivering proactive solutions.
• Utilize internal systems (iVector, Salesforce, Tour Plan, hotel beds, etc.) to manage client information, bookings, and follow-ups accurately.
• Support multiple lines of business while maintaining a high standard of service and efficiency.
• Collaborate with cross-functional teams to resolve client issues quickly and effectively.
• Document all interactions thoroughly to ensure continuity and accuracy of client records.
• Uphold company standards of professionalism, accountability, and first-class service in every client interaction.

Qualifications

• Previous experience in DMC operations, travel agency, or tour operator roles preferred.
• Strong verbal and written communication skills with the ability to build rapport quickly.
• Excellent problem-solving skills and the ability to handle complex inquiries.
• Proficiency in CRM systems and reservation platforms.
• Ability to multitask across multiple lines of business while maintaining accuracy and attention to detail.
• Flexibility to adapt to varying priorities and schedules.
• Passion for delivering exceptional client experiences consistently.

Key Competencies

• Traveler-first mindset – understands client perspective and anticipates needs.
• Professionalism – works efficiently, accurately, and with expertise.
• First-class service orientation – consistently delivers superior experiences.
• Team collaboration – communicates and coordinates effectively across departments.

Working Conditions

• Full-time availability, with flexibility to support different business lines.
• Fast-paced environment requiring adaptability and multi-tasking across client service functions.

What can you expect from Goway?

• We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.
• Your future matters to us, so we match your RRSP contributions and provide comprehensive medical, dental, and vision coverage.
• Our commitment to professional growth means you’ll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.
• Travel is in our DNA, so you’ll enjoy exclusive perks and discounts on worldwide getaways.
• Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you’ll collaborate across cultures and shape a career path that reflects your ambitions.