Email Support Specialist
This role operates within Philippine travel/DMC operations spanning leisure, ticketing, tours, hotels, transfers, groups, and MICE. The Email Support Specialist focuses on service resolution through email-based support, ensuring confirmed facts, pending dependencies, and exceptions are visibly separated.
Responsibilities
- Review and resolve email support issues, maintaining visible tracking of source, owner, status, and next action within Philippine travel/DMC operations.
- Document Shroff Travel role activities with status tracking, ensuring clarity in email-focused, support-specialized execution.
- Maintain case management with deadline oversight, ensuring traceability and accountability for all support tasks.
- Reconcile documentation with reporting to ensure accuracy and compliance in email support workflows.
- Coordinate quality control and workflow management to surface repeated errors before they cause downstream rework.
Decision Pattern & Quality Standard
Service resolution must remain usable under the specific demands of Philippine travel/DMC operations. Completed work must be traceable, unresolved items must have clear owners, and errors must be identified before escalation.
Success Profile
- Use Shroff Travel Workflow Context and Customer Service confidently in email support for Philippine travel/DMC operations.
- Apply data accuracy without losing track of evidence or deadlines in email support workflows.
- Document process compliance and issue escalation decisions to maintain clear reasoning.
- Exercise judgment in follow-ups, especially when support depends on external confirmations rather than assumptions.
The role-specific handoff test ensures workflow context, status tracking, and follow-up are current; if these signals are missing, the work remains open.
Position Details
Full-time, associate-level role. 100% remote within the United States.
Pay
Base salary: $40,000–$60,000 per year.