Customer Service Representative

About the Role

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

Responsibilities

• Review and resolve customer service issues, ensuring each checkpoint includes a visible source, owner, status, and next action within the travel agency’s operating context.
• Document role-specific details with status tracking, maintaining traceability for all customer interactions and service resolutions.
• Maintain case management with deadline tracking, ensuring timely follow-up and resolution of customer inquiries.
• Reconcile documentation with reporting to ensure accuracy and compliance with agency workflows.
• Coordinate quality control and workflow management to surface repeated errors before they lead to downstream rework.
• Apply data accuracy in all customer service workflows, ensuring evidence and deadlines are consistently tracked.
• Document process compliance and escalate issues with clear reasoning, aligning decisions with the agency’s operational context.
• Exercise judgment in follow-ups, relying on confirmed facts rather than assumptions, especially when external confirmations are required.
• Ensure role-specific handoffs are secure, traceable, and ready for the next authorized teammate, with current signals for source verification, issue resolution, and escalation.

Requirements

• Proficiency in using the Travbest workflow system for customer service and issue resolution within a travel agency environment.
• Strong attention to detail, ensuring data accuracy and adherence to deadlines in a fast-paced setting.
• Ability to document decisions and escalations clearly, maintaining transparency in the resolution process.
• Customer-focused mindset with a commitment to service representation in the context of travel operations.
• Experience or familiarity with travel agency operations, including ticketing, hotel bookings, transfers, and visa assistance (preferred but not required).

Pay

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

Schedule

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