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Travel and Hospitality

4 weeks ago

Pasig, Philippines Go-Get Data Consultancy Full time

Overview

As a Mandarin-speaking Customer Service Representative (CSR) specializing in Travel and Hospitality, you will be the primary point of contact for Mandarin-speaking customers of a global travel or hospitality brand. You will assist with reservations, itinerary changes, booking inquiries, and general support to ensure a seamless and positive travel experience.

Responsibilities
  • Respond promptly to customer inquiries via phone, email, or chat in Mandarin and English .
  • Assist customers with booking, rebooking, cancellations, refunds, and other travel-related services.
  • Provide information on flights, hotels, travel policies, and loyalty programs.
  • Resolve customer concerns with professionalism and empathy, ensuring customer satisfaction.
  • Meet performance targets including customer satisfaction, call quality, and handling time.
  • Document all customer interactions accurately in the system.
  • Stay updated on product knowledge, promotions, policies, and travel regulations.
  • Collaborate with other departments to ensure timely and effective resolution of customer issues.
Qualifications
  • Minimum 1 year of experience using GDS tools (Sabre or Amadeus), either in a BPO or non-BPO industry
  • At least 6 months of fraud-related experience (preferably in travel, hospitality, or e-commerce)
  • Mandarin proficiency with at least B2 level CEFR
  • Strong communication skills in both Mandarin and English
  • Knowledge of travel booking processes, flight/hotel reservations, or itinerary management is a plus
  • Must be willing to work the assigned shift: 8:00 AM – 6:00 PM (MNL time)
  • Amenable to work on-site and under a fast-paced, customer-focused environment
  • Strong attention to detail, especially in verifying transactions or identifying fraudulent activities
  • Customer-oriented with excellent problem-solving skills
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