Job Type: Full Time

Location: Manila Remote/Hybrid

Reporting to: Operations Manager

Role Type: Replacement

Salary: Php 25,000 - Php 30,000

Job Purpose

We are seeking a proactive and adaptable Customer Experience Agent to support clients across multiple lines of business in both travel and post-travel services. The ideal candidate will think like a traveler, work like a professional agent, and consistently deliver first-class service. This role requires flexibility, strong problem-solving skills, and the ability to manage client interactions with expertise and empathy.

What will be your key responsibilities

Provide exceptional support to clients via phone, email, and other channels, covering travel bookings, itinerary management, post-travel inquiries, and related services.
Act as a trusted advisor to clients, anticipating their needs and delivering proactive solutions.
Utilize internal systems (iVector, Salesforce, Tour Plan, hotel beds, etc.) to manage client information, bookings, and follow-ups accurately.
Support multiple lines of business while maintaining a high standard of service and efficiency.
Collaborate with cross-functional teams to resolve client issues quickly and effectively.
Document all interactions thoroughly to ensure continuity and accuracy of client records.
Uphold company standards of professionalism, accountability, and first-class service in every client interaction.

What are we looking for

Previous experience in DMC operations, travel agency, or tour operator roles preferred.
Strong verbal and written communication skills with the ability to build rapport quickly.
Excellent problem-solving skills and the ability to handle complex inquiries.
Proficiency in CRM systems and reservation platforms.
Ability to multitask across multiple lines of business while maintaining accuracy and attention to detail.
Flexibility to adapt to varying priorities and schedules.
Passion for delivering exceptional client experiences consistently.

Key Competencies

Traveler-first mindset – understands client perspective and anticipates needs.
Professionalism – works efficiently, accurately, and with expertise.
First-class service orientation – consistently delivers superior experiences.
Team collaboration – communicates and coordinates effectively across departments.

Working Conditions

Full-time availability, with flexibility to support different business lines.
Fast-paced environment requiring adaptability and multi-tasking across client service functions.

What can you expect from Goway

Imagine Working For a Company Where Your Career Feels Like An Adventure. At Goway, You'll Join a Global Community That Supports One Another

We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.
Your future matters to us, so we match your RRSP contributions and provide comprehensive medical, dental, and vision coverage.
Our commitment to professional growth means you'll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.
Travel is in our DNA, so you'll enjoy exclusive perks and discounts on worldwide getaways.
Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you'll collaborate across cultures and shape a career path that reflects your ambitions.
Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant's interest. Please be advised that only those selected for an interview will be contacted.

How To Apply

If this role feels like your next step, click Apply Now to create your profile, upload your CV, and share a few details about yourself. Our talent team reviews every application, and if your experience aligns with our needs, we will reach out to set up the next step.

AI Screening Disclosure

To help us fairly and efficiently review applications, we use an automated screening process to assess responses to pre-determined questions. This initial step ensures all candidates are evaluated consistently. Qualified applicants will be reviewed by our recruitment team for further consideration.

Additional Notes

Goway Travel Ltd will retain applications, notifications, and records related to this posting for three years, reflecting our commitment to fair and equitable hiring practices.

Recruitment Scams & Fraud Warning

Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature, please ignore it and report it to Goway.

About Goway

Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We're united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more at goway.com.

Travel Customer Success Agent