This opportunity is ideal for candidates with
at least 6 months of BPO experience and previous Travel account experience who are ready to advance their careers in the travel and hospitality industry.
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.
