Email Support Specialist

This 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 Email Support Specialist focuses on service resolution via email, ensuring clear separation of confirmed facts, pending dependencies, and exceptions.

Responsibilities

• Reconcile email support issues with resolution, ensuring each checkpoint leaves a visible source, owner, status, and next action within the travel agency’s operating context.
• Coordinate role documentation with status tracking, maintaining traceability for all email support cases.
• Review case management with deadline oversight, ensuring timely follow-up and escalation as needed.
• Document processes and generate reports to support workflow transparency and compliance.
• Maintain quality control and workflow management, surfacing repeated errors before they cause downstream rework.

Decision Pattern & Quality Standards

• Ensure service resolution remains usable under the demands of a travel agency handling diverse bookings (packages, groups, corporate travel, ticketing, hotels, transfers, and visa assistance).
• Keep completed work traceable, unresolved items assigned to owners, and errors flagged proactively.

Capabilities

• Use the Travbest workflow and customer service tools confidently in an email-focused support role.
• Apply data accuracy without losing track of evidence or deadlines.
• Document process compliance and escalation decisions clearly, preserving reasoning for future reference.
• Exercise judgment in follow-ups, relying on confirmations rather than assumptions.

Position Details

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

Pay

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