The Travel Reservations Agent is responsible for assisting guests via phone, email, and/or chat with any complaints and changes on their reservation. They are also responsible for doing the initial troubleshooting for any technical issues.
Responsibilities
Assist guests with any changes on their reservation (date changes, cancellations)
Educate guests on certain policies (i.e., cancellation policies, promotions )
Escalate issues pertaining to Fraudulent reservations and credit card disputes.
Assist guests in booking and rebooking and facilitates relocations.
Communicate via phone, email, and/or chat with other members of the team for any clarifications and if need be, escalates issues to the shift manager.
Process refunds and compensations as necessary.
Create JIRA tickets for any system-related concerns.
Communicate with the Fraud team for any fraudulent or suspected fraudulent bookings and the Finance team for any billing disputes.
Skills and Qualifications
Detail-oriented and comfortable working in a fast-paced office environment.
Exceptional communication skills; both oral and written.
Superior organization skills and dedication to completing projects in a timely manner.
Willing to work with all levels of internal management and utilize internal resources.
Exceptional interpersonal skills.
Detail-oriented and comfortable working in a fast-paced office environment.
Exceptional communication skills; both oral and written.
Superior organization skills and dedication to completing projects in a timely manner.
Willing to work with all levels of internal management and utilize internal resources.
Exceptional interpersonal skills.
Education and Experience
Must be at least 18 years old.
At least 1 year of customer service experience.
Completed at least 2 years in College.
Must be at least 18 years old.
At least 1 year of customer service experience.
Completed at least 2 years in College.
30% Night Differential Pay
The standard night differential pay in the Philippines is 10%. Our rate is 2x higher than that of other companies.
Competitive Salary & Benefits
We offer a progressive salary package with monthly performance incentives and annual appraisal. Healthcare, dental, and a retirement plan included upon passing training! Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Professional Development
Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Paid Time Off
25 vacation, sick, and paid leaves combined plus birthday, maternity, and paternity time off.
Free Food & Coffee
Whoever coined the term "Thank God it's Friday" must've been thinking of Free Food Fridays. Enjoy breakfast, lunch, or dinner on us every week! We've also got overflowing coffee and tea to keep you energized daily!
Wellness Benefits
Healthcare, dental, and a retirement plan included upon passing training!