Customer Service Representative | Trilingual
- Pasig City, Metro Manila
- Permanent
- Full-time
- 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.
- 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.
- Tenure of Experience
- Required: at least 4 -5 years for all of the agents.
- Education Type/Level
- Required and Preferred: college-educated
- Above-average communication skills in English, Tagalog, and Arabic