Customer Service Representative | trilingualEnshored

ESSENTIAL DUTIES AND RESPONSIBILITIES
Customer Support: Respond to customer inquiries in a polite, professional, and timely manner via multiple communication channels (phone, email, live chat, social media).
Problem Resolution: Assist customers in resolving complaints, issues, or concerns, ensuring satisfaction and quick resolution.
Product Knowledge: Develop a strong understanding of company products, services, and policies to provide accurate and helpful information.
Order Processing: issuing refunds or conflict dispute
Documentation: Record and track customer interactions, complaints, and feedback using customer service spreadsheet
Follow-Up: Ensure follow-up on unresolved issues and ensure customers are satisfied with the solution.
Team Collaboration: Work with other departments (e.g., sales, technical support, logistics) to resolve customer issues and improve service delivery.
Maintain Service Standards: Meet performance targets and maintain high standards of customer service quality, as defined by company guidelines.
We're looking for friendly, helpful problem solvers who know how to deal with a customer who may be frustrated in the moment. They need to keep a cool head while solving, at times, an issue for a customer who may be irritated, upset or even rude.
MINIMUM REQUIREMENT QUALIFICATIONSKey Skills:
Industry Knowledge
Required: Travel experience in the CX space, dealing with end consumers, great with people - high capacity to problem solve on behalf of another, detailed oriented. Preferred; travel experience using back end portals of Amadeus, Expedia, Hotelbeds - really any online travel agency's (OTA) backend portal.
Technical Skills/Tool Knowledge
Required; Customer Support
Problem Resolution
Product Knowledge
Order Processing
Documentation
Follow-Up
Team Collaboration
Maintain Service Standards
Soft Skills
Empathy: The ability to understand and share a customer's feelings.
Active listening: The ability to fully understand and engage with a customer's words and underlying messages.
Communication: Effective verbal and written communication.
Problem-solving: The ability to solve problems and be resourceful.
Patience: Being patient with customers.
Adaptability: Being able to adapt to different situations.
Positive attitude: Having a positive attitude and being friendly.
Conflict resolution: Being able to resolve conflicts.
Time management: Being able to manage time well.
Teamwork: Being able to work well with others.
Education and Experience
Tenure of Experience
Required: at least 4 -5 years for all of the agents.
Education Type/Level
Required and Preferred: college-educated
Language Skills:
Above-average communication skills in English, Tagalog, and Arabic
Enshored

Pasig City, Metro Manila
Permanent
Full-time