Voice & Email Concierge — Luxury Travel Support

TORCH Solutions; Davao City; On-site; PHP 350,000 - 420,000; Full time

Benefits offered by this job

Global clients & luxury brands

On-site wellness amenities

Career growth opportunities

Job summary

TORCH Solutions in the Philippines seeks a luxury travel customer support specialist. You will handle voice and non-voice channels for premium bookings and post-booking requests, delivering white-glove service to high-net-worth clients.

You will resolve complex itineraries, cancellations, upgrades, and special requests, collaborate with hotels, airlines, and concierge partners, maintain high CSAT, and ensure brand-standard compliance.

Qualifications

• Fluent English in speech and writing.
• Experience with Zendesk.
• Experience with Salesforce Service Cloud.
• CRM proficiency.
• Proficient in Microsoft Office.
• Excellent call center etiquette.
• Experience with customer service scripting.
• Understanding SLA compliance.

Responsibilities

• Deliver exceptional customer support via voice and non-voice channels for luxury travel bookings and post-booking requests.
• Proactively resolve complex travel itineraries, cancellations, upgrades, and special requests with elegance and precision.
• Collaborate with travel partners (hotels, airlines, concierge) to ensure seamless client experiences and on-time delivery of promised services.
• Maintain high CSAT scores by exceeding customer expectations with empathetic, solution-oriented communication.
• Document and escalation of critical client issues while ensuring compliance with luxury brand service standards.
• Adhere to SLAs and KPIs while managing high-volume, high-value client interactions with consistent accuracy and warmth.

Skills

Fluent English

CRM

Call center etiquette

Customer service scripting

SLA compliance

Tools

Zendesk

Salesforce Service Cloud

Microsoft Office Suite

Job description

TORCH Solutions in the Philippines seeks a luxury travel customer support specialist. You will handle voice and non-voice channels for premium bookings and post-booking requests, delivering white-glove service to high-net-worth clients.

You will resolve complex itineraries, cancellations, upgrades, and special requests, collaborate with hotels, airlines, and concierge partners, maintain high CSAT, and ensure brand-standard compliance.