Travel Customer Success Agent (Manila, Philippines - Hybrid)

Goway Travel; Manila; On-site; PHP 279,000 - 334,800; Full time

Benefits offered by this job

Paid personal days

Performance incentives

Comprehensive health coverage

Exclusive travel perks

Job summary

Goway Travel is seeking a proactive Customer Experience Agent in Manila. This full-time position requires exceptional client support skills across travel services. Ideal candidates will have a traveler-first mindset, providing first-class service while managing client inquiries and bookings with accuracy.

The role involves collaborating with teams and maintaining professionalism in a fast-paced environment. Competitive salary with performance incentives and attractive benefits are offered.

Qualifications

• Previous experience in DMC operations or travel agency roles preferred.
• Strong communication skills to build rapport quickly.
• Ability to multitask while maintaining accuracy.

Responsibilities

• Provide exceptional support to clients via phone and email.
• Act as a trusted advisor and manage client interactions.
• Document client interactions to ensure accuracy.

Skills

Problem-solving skills

Verbal and written communication

CRM proficiency

Flexibility

Team collaboration

Tools

iVector

Salesforce

Tour Plan

Job description

Job Details

Job Type: Full Time

Location: Manila Remote/Hybrid

Reporting to: Operations Manager

Role Type: Replacement

Salary: Php 25,000 - Php 30,000

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.

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.

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.
• 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.

Benefits

• Competitive salary accompanied by performance incentives.
• Paid personal days and a birthday off each year.
• Matching RRSP contributions and comprehensive medical, dental, and vision coverage.
• Continuous learning and industry‑leading training.
• Exclusive travel perks and discounts on worldwide getaways.
• Collaboration across cultures in a global team.
• Equal‑opportunity employer: Goway is committed to fostering an inclusive workplace for everyone.