Travel Customer Success Agent

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 312,000 - 391,000; Full time

Benefits offered by this job

Monthly internet subsidy

Birthday leave

Generous paid vacation

Health coverage for employee and 2dep

Annual appraisal and performance bonus

Career growth opportunities

Job summary

Goway Travel Ltd in Manila is seeking a proactive Customer Experience Agent to support clients across travel and post-travel services, handling bookings, itineraries, and inquiries with empathy and precision.

You will use iVector, Salesforce, Tour Plan, and other systems to manage client data, coordinate with teams, and ensure accurate records while delivering first-class service in a fast-paced environment.

Qualifications

• Experience in travel industry preferred but not required.
• Strong verbal and written communication skills.
• Excellent problem-solving abilities for complex inquiries.
• Proficiency in CRM systems and reservation platforms.
• Ability to multitask across multiple lines of business with accuracy.
• Flexible to adapt to varying priorities and schedules.
• Passion for delivering exceptional client experiences.

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.

Skills

Verbal communication

Written communication

Problem solving

CRM proficiency

Multitasking

Adaptability

Customer service passion

Tools

iVector

Salesforce

Tour Plan

Hotelbeds

Job description

Job Type: Full Time

Location: Manila Remote/Hybrid

Reporting to: Operations Manager

Role Type: Replacement

Salary: PHP 28,000–35,000

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.

What will be your key 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.

What are we looking for

• Previous experience in DMC operations, travel agency, or tour operator roles are preferred, but not required.


• 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.

Perks And Benefits

• Monthly internet subsidy


• Birthday leave


• Generous paid vacation and personal leaves


• Health coverage for employee and 2 dependents


• Annual appraisal and performance bonus


• Career growth opportunities

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

Imagine Working For a Company Where Your Career Feels Like An Adventure. At Goway, You'll Join a Global Community That Supports One Another

• 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.


• Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant's interest. Please be advised that only those selected for an interview will be contacted.

AI Screening Disclosure

To help us fairly and efficiently review applications, we use an automated screening process to assess responses to pre-determined questions. This initial step ensures all candidates are evaluated consistently. Qualified applicants will be reviewed by our recruitment team for further consideration.

Additional Notes

Goway Travel Ltd will retain applications, notifications, and records related to this posting for three years, reflecting our commitment to fair and equitable hiring practices.

About Goway

Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We're united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more at goway.com.