Customer Service Representative

This role is based in Quito at a travel company specializing in national and international travel advice, planning, reservations, ticketing, and customer service. The position focuses on service resolution as a Customer Service Representative.

About the role

The Customer Service Representative ensures that all customer service actions—including issue resolution, documentation, and follow-ups—are clearly separated into confirmed facts, pending dependencies, and exceptions. Work must remain traceable, with visible sources, owners, statuses, and next actions at every checkpoint.

Responsibilities

• Reconcile customer service actions with issue resolution, ensuring visibility of source, owner, status, and next steps.
• Coordinate and document role-specific tasks (e.g., Holidays Travel Cia Ltda. workflows) with status tracking.
• Manage case deadlines while maintaining a customer-focused, service-driven approach.
• Document processes and generate reports to ensure compliance and clarity.
• Maintain quality control and workflow management, surfacing repeated errors before they cause downstream rework.

Requirements

• Confidently use Holidays Travel Cia Ltda. workflows and customer service tools in the context of national/international travel services.
• Apply data accuracy without losing track of evidence or deadlines.
• Document process compliance and escalate issues with clear reasoning.
• Exercise judgment in follow-ups, especially when awaiting external confirmations rather than making assumptions.
• Ensure handoffs are complete only when cross-functional coordination, customer service actions, and data accuracy meet traceability standards.

Pay

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

Schedule

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