Travel CS Representative

Key Responsibilities - Handle inbound calls from international customers in a professional and courteous manner. - Assist customers with travel and hospitality-related inquiries and concerns. - Provide support for reservations, bookings, rebookings, modifications, and cancellations. - Provide accurate information regarding travel services, policies, schedules, and applicable procedures. - Assist customers in resolving booking and service-related concerns efficiently. - Identify customer needs and recommend appropriate solutions based on available options. - Navigate relevant reservation and customer service systems accurately. - Document customer interactions, transactions, and resolutions in the appropriate systems. - Escalate complex or unresolved concerns to the appropriate department when necessary. - Follow company policies, procedures, quality standards, and customer service guidelines. - Maintain professionalism and composure when handling challenging customer interactions. - Consistently meet established performance, productivity, quality, and customer satisfaction standards. Qualifications - Senior High School (SHS) Graduate or High School Graduate under the old curriculum. - At least 6 months of BPO experience. - Previous Travel account experience is required. - Previous voice channel experience. - Good English communication skills. - Minimum CEFR B2 English proficiency. - Strong customer service and problem-solving skills. - Comfortable communicating with international customers. - Willing to work on a shifting schedule. - Able to work effectively in a fast-paced customer service environment. Preferred Skills - Strong verbal communication and active listening skills. - Excellent customer service and interpersonal skills. - Knowledge of travel, reservations, hospitality, or booking processes. - Strong attention to detail and accuracy. - Ability to multitask and navigate multiple systems. - Good problem-solving and decision-making abilities. - Ability to handle customer concerns calmly and professionally. - Adaptability to changing schedules, processes, and customer requirements. - Basic computer literacy and strong system navigation skills.