Deskripsi Pekerjaan
Are you passionate about the travel industry and dedicated to providing world-class customer support? EXL Services is looking for dynamic and motivated Travel Customer Service Representatives to join our premier team at the Mall of Asia (MOA) site in Pasay City. As a global leader in operations management and analytics, EXL provides a high-energy environment where your career can take flight while helping travelers navigate their journeys with ease.
In this role, you will act as a brand ambassador, delivering positive and seamless experiences to customers across the globe. You will be responsible for managing travel arrangements, resolving booking inquiries, and providing expert advice on various travel-related services. We are looking for individuals who can combine empathy with efficiency, ensuring every interaction leaves a lasting positive impression. This is more than just a call center job; it is an opportunity to build a career in the specialized travel BPO sector with one of the most respected names in the industry.
At EXL, we value diversity, growth, and excellence. We provide comprehensive training to ensure you are equipped with the latest tools and knowledge in travel technology and customer relationship management. Join us and be part of a team that celebrates success and fosters a supportive work culture right in the heart of Pasay's thriving business hub.
Tanggung Jawab
- Manage inbound and outbound calls, emails, and chats regarding international and domestic travel bookings.
- Assist customers with flight reservations, hotel accommodations, and car rentals using specialized travel software.
- Provide accurate information regarding travel documentation, visa requirements, and travel insurance policies.
- Resolve complex travel disruptions, including flight cancellations, delays, and re-bookings, with a sense of urgency.
- Identify and escalate priority issues while following established organizational protocols.
- Maintain a high level of customer satisfaction by meeting or exceeding quality assurance metrics and KPIs.
- Process payments, refunds, and adjustments accurately within the billing system.
- Collaborate with the technical support and operations teams to improve the overall customer experience.
Kualifikasi
- Must be at least a High School Graduate (K-12 curriculum) or have a Vocational/Associate Degree; College Degree is a plus.
- Minimum of 6 months to 1 year of experience in a BPO environment, preferably within a travel-related account.
- Proficiency in Global Distribution Systems (GDS) such as Amadeus, Sabre, or Galileo is highly preferred.
- Exceptional verbal and written English communication skills with a neutral accent.
- Strong computer literacy and the ability to multitask across multiple software platforms.
- Willingness to work in a shifting schedule, including graveyard shifts, weekends, and holidays.
- Excellent problem-solving skills and the ability to remain calm under pressure.
- Must be willing to work on-site at the Mall of Asia Complex in Pasay City.