Customer Care Representative

This role operates within a Philippine-based travel agency and tour operator specializing in domestic and international packages, groups, corporate/incentive travel, ticketing, hotels, transfers, and visa assistance. The Customer Care Representative focuses on service resolution, ensuring clear separation between confirmed facts, pending dependencies, and exceptions.

About the Role

The Customer Care Representative is responsible for executing customer-focused service resolution within the context of a Philippine travel agency and tour operator. The role emphasizes maintaining visible documentation of issues, including source, owner, status, and next actions, while adhering to a customer-care and service-representation work profile.

Responsibilities

• Document customer care interactions and issue resolutions, ensuring traceability of source, owner, status, and next steps within the travel agency’s workflow.
• Maintain role-specific documentation with status tracking for all customer care activities, ensuring clarity and accountability.
• Reconcile case management with deadline management, ensuring timely follow-up and resolution of customer issues.
• Coordinate documentation with reporting to maintain transparency and accuracy in customer care processes.
• Review quality control and workflow management to surface repeated errors before they result in downstream rework.
• Apply data accuracy in all customer care workflows, ensuring evidence and deadlines are tracked without compromise.
• Document process compliance and issue escalation decisions, maintaining clear reasoning for all actions taken.
• Use judgment in follow-up actions, especially when customer care depends on external confirmations rather than assumptions.
• Ensure remote completion of tasks through secure, traceable, and well-documented customer care processes, ready for handoff to authorized teammates.

Requirements

• Proficiency in using the Travbest workflow context for customer service within a travel agency environment.
• Ability to maintain data accuracy while managing evidence and deadlines in a fast-paced customer care workflow.
• Strong documentation skills for process compliance and issue escalation, ensuring clarity in decision-making.
• Judgment in follow-up actions, particularly when awaiting external confirmations.
• Commitment to a customer-focused, care-focused, and service-representation work profile.

Pay

Base salary: $40,000–$60,000 per year.

Schedule

Full-time, 100% remote within the United States. Entry-level position.