Travel Customer Success Representative I

Travel Customer Success Representative I Job Category: Support Requisition Number: TRAVE Location: Goway Travel Manila Office Job Type: Full Time Reporting to: Operations Manager Job purpose: This position requires a highly skilled and experienced professional to provide exceptional customer service within the travel industry. The Travel Customer Success Representative will be responsible for managing customer relationships, resolving inquiries and issues, and ensuring a positive customer experience throughout the travel process. This role demands strong communication, problem-solving, and organizational skills, as well as proficiency in relevant CRM and communication technologies. The successful candidate will possess a deep understanding of the travel industry and a commitment to delivering outstanding service. What will be your key responsibilities? Respond to inquiries, resolve issues, and proactively anticipate customer needs via phone, email, and chat. Develop a deep understanding of customer needs and preferences to create personalized experiences. Assist customers with booking changes, cancellations, and other travel arrangements. Resolve customer concerns with empathy and efficiency. Maintain knowledge of destinations, airlines, hotels, and other travel providers. Leverage platforms such as HubSpot, Aircall, and Perseus to manage customer interactions and track performance. Collaborate with other team members to ensure a consistent and positive customer experience. What are we looking for? 2-3 years of experience in BPO Travel Account: Proven track record of providing exceptional customer service in the travel industry. Strong communication skills: Excellent written and verbal communication skills, with the ability to adapt to different communication styles. Problem-solving skills: Ability to identify and resolve customer issues effectively and efficiently. Organizational skills: Ability to manage multiple tasks and priorities effectively. Technical proficiency: Experience with CRM platforms (HubSpot is a plus), communication tools (Aircall is a plus), and travel booking systems (Perseus is a plus). Passion for travel: Genuine interest in the travel industry and a desire to create memorable experiences for customers. Bachelor’s degree or equivalent experience in travel, business, or a related field. What can you expect from Goway? We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year. Your future matters to us, so we match your RRSP contributions and provide comprehensive medical, dental, and vision coverage. Our commitment to professional growth means you’ll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation. Travel is in our DNA, so you’ll enjoy exclusive perks and discounts on worldwide getaways. Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you’ll collaborate across cultures and shape a career path that reflects your ambitions. Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant’s interest. Please be advised that only those selected for an interview will be contacted. How to Apply: If this role feels like your next step, click Apply Now to create your profile, upload your CV, and share a few details about yourself. Our talent team reviews every application, and if your experience aligns with our needs, we will reach out to set up the next step. Recruitment scams & fraud warning: Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature, please ignore it and report it to Goway. About Goway Founded in Toronto in 1970, Goway has evolved into a global travel company with hubs in multiple cities. Our team designs travel experiences in more than 115 countries across seven continents. We’re committed to diversity, equity, inclusion, and sustainable tourism, supporting local communities. We operate as one team across offices and remote work, transforming wanderlust into life-changing adventures. Discover more at goway.com #J-18808-Ljbffr