Customer Support Specialist

About the Role

This Customer Support Specialist 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 service resolution while maintaining clear separation between confirmed facts, pending dependencies, and exceptions in a customer support context.

Responsibilities

• Review and resolve customer support issues, ensuring each checkpoint leaves a visible source, owner, status, and next action within the travel agency’s operating environment.
• Document role-specific tasks and status tracking in Travbest, maintaining traceability for all customer support activities.
• Maintain case management with deadline tracking, ensuring unresolved items have clear ownership and next steps.
• Reconcile documentation with reporting to ensure accuracy and compliance in customer support workflows.
• Coordinate quality control and workflow management to surface repeated errors before they result in downstream rework.
• Apply data accuracy while managing evidence and deadlines in a customer support-focused workflow.
• Document process compliance and issue escalation decisions to maintain clarity in reasoning and actions.
• Exercise judgment in follow-ups, relying on confirmed facts rather than assumptions, especially when dependent on external confirmations.
• Ensure role-specific handoffs are complete, with current documentation, quality control, and record management signals before closing tasks.

Requirements

• Proficiency in using Travbest Workflow Context and Customer Service tools within the travel agency’s operating environment.
• Ability to maintain data accuracy without losing track of evidence or deadlines.
• Strong documentation skills for process compliance and issue escalation decisions.
• Judgment in follow-up actions, particularly when awaiting external confirmations.
• Commitment to customer-focused, support-focused, and specialized-execution work profiles.

Pay

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

Schedule

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