Customer Success Coordinator

About the Role

This Customer Success Coordinator role operates within a Philippine travel agency and tour operator specializing in domestic and international packages, groups, corporate/incentive travel, ticketing, hotels, transfers, and visa assistance. The position focuses on customer success through service resolution, ensuring clear separation of confirmed facts, pending dependencies, and exceptions in all coordination efforts.

Responsibilities

• Coordinate customer success-focused issue resolution, ensuring each checkpoint leaves a visible source, owner, status, and next action within the context of the travel agency’s operations.
• Review and maintain role documentation with status tracking, adhering to a customer-focused, success-driven, and coordination-owned work profile.
• Document case management with deadline management, ensuring traceability and accountability for all tasks.
• Maintain comprehensive documentation and reporting to support workflow transparency and quality control.
• Reconcile quality control with workflow management, surfacing repeated errors before they lead to downstream rework.
• Apply data accuracy rigorously, ensuring evidence and deadlines are tracked without compromise.
• Document process compliance and issue escalation decisions to maintain clarity in reasoning and actions.
• Exercise judgment in follow-up actions, prioritizing outside confirmation over assumptions to ensure accuracy.
• Ensure remote completion of tasks only when case management, deadline management, and source verification meet security and traceability standards.

Qualifications and Skills

• Proficiency in using the Travbest Workflow Context and customer service tools within the travel agency’s operational environment.
• Strong ability to maintain data accuracy while managing evidence and deadlines in a fast-paced setting.
• Experience in documenting process compliance and escalating issues with clear reasoning.
• Judgment to handle follow-ups effectively, especially when dependent on external confirmations.
• Commitment to a customer-focused, success-driven, and coordination-owned work profile.

Pay

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

Schedule

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