Customer Service Representative

About the role

Talent Outsourcing Channel Solutions is seeking a dedicated Customer Service Representative to join our dynamic team in Bonifacio Global City, Taguig City, Metro Manila. This is a full-time position where you will be the voice of our company, delivering exceptional customer support to travellers and hospitality clients worldwide. In this role, you will handle customer inquiries, resolve issues, and provide expert assistance across multiple communication channels. Your contributions will be vital in maintaining our reputation for excellence in the travel and hospitality industry and ensuring every customer interaction leaves a positive impression.

Key responsibilities

• Respond promptly to customer inquiries via phone, email, chat, and other communication channels with professionalism and courtesy
• Assist customers with travel bookings, reservations, itinerary changes, and cancellations
• Provide information about hospitality services, accommodation options, amenities, and special offers
• Resolve customer complaints and concerns in a timely and empathetic manner
• Process refunds, rebates, and compensation claims according to company policies
• Maintain accurate records of customer interactions and transactions in the company database
• Follow up with customers to ensure satisfaction and address any outstanding issues
• Escalate complex issues to supervisors or relevant departments when necessary
• Provide product and service recommendations based on customer needs and preferences
• Meet daily and monthly performance targets for call volume, average handle time, and customer satisfaction ratings
• Contribute to a positive team environment and participate in training sessions to enhance product knowledge and customer service skills

What we're looking for

• High school diploma or equivalent; additional qualifications in hospitality, tourism, or customer service are advantageous
• Highschool / Senior HS Graduate; At least HS/SHS Grad + 1yr BPO exp
• Proven experience in a customer service or call centre environment, preferably within the travel and hospitality sector
• Excellent communication skills with the ability to articulate information clearly and professionally
• Strong problem-solving abilities and a customer-centric approach to resolving issues
• Proficiency in using call centre software, reservation systems, and customer relationship management (CRM) tools
• Ability to multitask and manage multiple customer interactions simultaneously
• Patience, empathy, and emotional resilience when dealing with challenging customer situations
• Attention to detail and accuracy in processing transactions and maintaining records
• Ability to work in a fast-paced environment whilst maintaining quality and consistency
• Flexibility to work shifts, including evenings, weekends, and holidays as required
• Fluency in English; multilingual abilities are highly desirable
• Basic knowledge of geography, popular travel destinations, and hospitality offerings is a plus

What we offer

At Talent Outsourcing Channel Solutions, we are committed to creating a supportive and rewarding workplace. We offer competitive compensation packages, opportunities for career development and advancement within our growing organisation. Our team benefits from continuous training programmes to enhance skills and knowledge in the travel and hospitality industry. We provide a collaborative work environment where your contributions are valued and recognised. We also offer flexible working arrangements where possible, and a range of employee benefits designed to support your health and wellbeing. Join us and become part of a team that is passionate about delivering outstanding customer experiences.

About us

Talent Outsourcing Channel Solutions is a leading customer service outsourcing provider specialising in delivering high-quality support to the travel and hospitality sectors. With a commitment to excellence and innovation, we partner with renowned brands to ensure their customers receive exceptional service across all touchpoints. Our company culture emphasises teamwork, integrity, and a genuine passion for customer satisfaction. We invest in our employees, providing them with the tools, training, and support they need to succeed. Our mission is to be the trusted partner for businesses seeking reliable, professional, and customer-focused outsourcing solutions.

Apply now

If you are a customer service professional with a passion for the travel and hospitality industry and a commitment to delivering excellence, we would love to hear from you. Please submit your CV, a cover letter, and any relevant certifications to our recruitment team. Join Talent Outsourcing Channel Solutions and make a meaningful impact in the travel and hospitality sector.