TRAVEL & HOSPITALITY CUSTOMER SERVICE REPRESENTATIVE

Talent Outsourcing Channel Solutions; Pasig; On-site; PHP 240,000 - 360,000; Full time

Job summary

Talent Outsourcing Channel Solutions is seeking a Travel & Hospitality Customer Service Representative in Pasig City, Metro Manila. This full-time role handles inbound/outbound calls, bookings, and customer support, aiming to ensure satisfaction and retention.

You will work in a fast-paced environment, documenting interactions and collaborating with the team to improve service delivery. English proficiency and CRM/MS Office skills are essential.

Qualifications

• GDS experience and a background in customer service or call centres, preferably travel/hospitality.
• Excellent verbal and written English communication.
• Ability to manage multiple interactions and stay organized.

Responsibilities

• Answer inbound calls and provide information for travel and hospitality services.
• Process bookings, modifications, and payments.
• Resolve customer issues with empathy and efficiency.
• Provide product details and upsell where appropriate.
• Maintain accurate records of interactions in the system.

Skills

GDS experience

Customer service

Communication skills

Multitasking

Empathy

Education

High school diploma

Tools

CRM software

MS Office

Job description

About the role

We are seeking a dedicated Travel & Hospitality Customer Service Representative to join the team at Talent Outsourcing Channel Solutions. This is a full-time position based in Pasig City, Metro Manila. In this role, you will be the voice of our organisation, providing exceptional customer support to travel and hospitality clients. You will handle inbound and outbound calls, respond to customer enquiries, and resolve issues with professionalism and efficiency. This position is critical to maintaining our reputation for outstanding customer service and plays a vital role in ensuring customer satisfaction and retention.

Key responsibilities

• Answer inbound calls from customers seeking travel and hospitality services, providing accurate information and assistance

• Process customer bookings, reservations and modifications for hotels, flights, tours and other travel-related services

• Address customer complaints and concerns in a professional and empathetic manner, working towards swift resolution

• Provide product and service information to customers, highlighting features and benefits relevant to their needs

• Maintain detailed and accurate records of customer interactions and transactions in the system

• Follow company policies and procedures whilst adhering to quality assurance standards

• Handle administrative tasks such as order entry, payment processing and documentation

• Make outbound calls to follow up on customer enquiries, conduct surveys or promote special offers

• Collaborate with team members and supervisors to improve service delivery and customer experience

• Meet or exceed performance targets including call handling time, customer satisfaction ratings and sales quotas

What we’re looking for

• High school diploma or equivalent qualification at minimum; Highschool / Senior HS Graduate

• At least 12 months GDS experienced , Proven experience in a customer service or call centre environment, preferably within the travel or hospitality industry

• Excellent verbal and written communication skills in English; additional languages are highly desirable

• Strong listening skills and ability to understand and address customer needs effectively

• Proficiency in using computer systems, customer relationship management (CRM) software and MS Office applications

• Ability to multitask and manage time efficiently whilst handling multiple customer interactions

• Patience, empathy and a genuine desire to provide outstanding customer service

• Problem-solving abilities and the capacity to think critically under pressure

• Professional demeanour and the ability to remain composed during challenging situations

• Willingness to work in a fast-paced environment and adapt to changing priorities

What we offer

At Talent Outsourcing Channel Solutions, we value our employees and are committed to providing a supportive and rewarding work environment. We offer competitive compensation packages, opportunities for career development and advancement within the organisation. Our employees enjoy a collaborative team culture where their contributions are recognised and appreciated. We provide comprehensive training programmes to ensure you have the skills and knowledge required to excel in your role. We also offer flexibility in scheduling where possible and support work-life balance initiatives to promote employee wellbeing and job satisfaction.

About us

Talent Outsourcing Channel Solutions is a leading provider of outsourcing and customer service solutions dedicated to delivering exceptional service across multiple industries. With a focus on the travel and hospitality sector, we partner with businesses to enhance their customer experience through skilled, professional and motivated teams. Our mission is to be the preferred outsourcing partner for companies seeking reliable, high-quality customer support services. We pride ourselves on our commitment to excellence, innovation and employee development, creating an environment where both our team members and clients thrive.