Customer Service Representative

We are seeking a Customer Service - Travel Support professional to join our call center team in Quezon City, Metro Manila. This is a full-time position that plays a crucial role in delivering outstanding customer support to our travelling clients. You will be the vital link between PAPH Travel and Tours and our customers, providing assistance, resolving queries, and ensuring that every travel experience exceeds expectations. Your work will directly impact customer satisfaction and loyalty, making this role strategically important to our business success.

Key responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and other communication channels
• Provide comprehensive travel support, including information about destinations, bookings, itineraries, and travel documentation requirements
• Assist customers with booking modifications, cancellations, refunds, and special requests
• Handle customer complaints and concerns with empathy and professionalism, working towards swift resolution
• Maintain detailed and accurate records of customer interactions and transactions in the company system
• Process travel-related documentation and ensure accuracy of all booking information
• Collaborate with internal teams including travel agents, operations, and management to resolve complex customer issues
• Provide guidance on travel insurance, visa requirements, and travel safety protocols
• Proactively follow up with customers to ensure satisfaction and gather feedback
• Maintain knowledge of current travel packages, promotions, and company policies to provide accurate information

What we're looking for

• Proven experience in customer service, ideally within the travel, tourism, or hospitality industry
• Excellent communication skills, both verbal and written, with the ability to articulate information clearly and professionally
• Strong problem-solving abilities and a customer-centric approach to resolving issues
• Prepare informational kits, create presentations, and host orientation sessions for departing clients.
• Manage calendar plotting for orientation sessions, issue pre-departure invitations, and distribute post-meeting recordings.
• Manage WhatsApp group chats, address incoming client inquiries, and maintain high engagement.
• Track client responses, identify recurring issues, and report satisfaction trends to operations management.
• Conduct follow-up calls to clients after key email touchpoints, to ensure clarity and completion of requirements.
• Knowledge of travel terminology, destinations, and travel procedures is highly desirable
• Distribute post-meeting surveys and Net Promoter Score (NPS) assessments.
• Ability to manage multiple inquiries simultaneously whilst maintaining service quality
• Patient and empathetic demeanor when dealing with customers in challenging situations
• High level of attention to detail and accuracy in processing bookings and documentation
• Fluency in English; additional language skills are advantageous
• Team player mentality with willingness to support colleagues and contribute to team goals

Pay: From Php19,630.00 per month

Benefits:

• Company events
• Health insurance
• Paid training
• Promotion to permanent employee

Education:

• Bachelor's (Required)

Experience:

• Customer service: 1 year (Required)

Work Location: In person