Deskripsi Pekerjaan
Are you a travel enthusiast with a passion for delivering world-class service? EXL Services is looking for a dynamic Travel Customer Support Specialist to join our high-performing team in Pasay City. In this role, you will act as a primary point of contact for global travelers, ensuring seamless booking experiences, resolving travel-related inquiries, and turning potential issues into positive outcomes.
At EXL, we believe that exceptional support is the heartbeat of the travel industry. As one of our ambassadors, you will work in a fast-paced environment where your communication skills, empathy, and problem-solving abilities will directly impact customer satisfaction. We provide a supportive culture, competitive compensation, and the opportunity to grow your career within a global BPO leader.
Tanggung Jawab
- Provide high-quality customer support via phone, email, and chat for international travel clients.
- Assist customers with flight bookings, itinerary modifications, and travel documentation inquiries.
- Proactively address and resolve customer complaints, ensuring a high level of service recovery.
- Navigate multiple internal systems to verify account details and process travel transactions accurately.
- Collaborate with internal departments to facilitate smooth travel operations and service delivery.
- Maintain up-to-date knowledge of travel industry regulations, airline policies, and destination requirements.
- Meet or exceed key performance indicators (KPIs) related to customer satisfaction (CSAT) and resolution time.
- Contribute to a positive team environment by sharing best practices and support tips.
Kualifikasi
- At least 1-2 years of experience in customer service, preferably within the travel, hospitality, or BPO industry.
- Excellent verbal and written communication skills in English.
- Strong computer literacy and proficiency in navigating CRM software and web-based tools.
- Ability to work in a shifting schedule, including nights, weekends, and holidays.
- Proven ability to remain calm and professional under pressure.
- Strong problem-solving skills with a keen attention to detail.
- Completed at least 2 years of college education or possess a high school diploma with relevant work experience.
- Passionate about travel and providing exceptional customer experiences.