Onsite Customer Service Representative

Job Summary

We are looking for a Customer Service Representative (Agent) who will be responsible for handling inbound and outbound customer interactions related to reservations, bookings, cancellations, and general inquiries. The role requires delivering excellent customer service while efficiently managing reservation systems and meeting performance targets in a fast-paced BPO environment.

Key Responsibilities:

• Handle inbound and outbound calls, chats, or emails related to reservations and booking inquiries.
• Assist customers with creating, modifying, or canceling reservations.
• Provide accurate information regarding schedules, availability, pricing, policies, and promotions.
• Navigate reservation systems and CRM tools to process transactions and document customer interactions.
• Resolve customer concerns and escalate complex issues to the appropriate department when necessary.
• Ensure all bookings are processed accurately and in accordance with company policies and procedures.
• Maintain high standards of customer service and professionalism in all interactions.
• Meet or exceed key performance indicators (KPIs) such as quality, productivity, customer satisfaction, and adherence.

Qualifications:

• Previous experience in customer service, reservations, travel, hospitality, or call center is an advantage.
• Strong communication skills in English (both verbal and written).
• Ability to handle high call volumes in a fast-paced environment.
• Good problem-solving and conflict resolution skills.
• Basic computer proficiency and ability to navigate multiple systems.
• Strong attention to detail and organizational skills.
• Willingness to work in shifting schedules, weekends, and holidays.

Pay: Php30,000.00 - Php35,000.00 per month

Experience:

• Assisting US Based Clients/Customers: 1 year (Required)
• Customer Service Representative with a BPO: 1 year (Required)

Work Location: In person