Customer Success Representative

Customer Success Representative

Job Type: Full Time

Location: Manila Remote/Hybrid

Reporting to: Operations Manager

Job purpose:

Provide exceptional customer support via email, phone, and chat, assisting with travel reservations, changes, and in-destination issues. Key tasks include delivering tailored solutions, managing accounts, tracking cases, and promoting upgrades. Ideal candidates have 1+ year of customer service experience, excellent English communication skills, MS Windows proficiency, empathy, and conflict resolution skills. Salesforce experience is a plus.

What will be your key responsibilities?

1. Communicate over various channels open to our clients, as in email, phone and chat.
2. Providing solutions, situation based, that align with our customer service manual.
3. Assist customers with existing travel reservations, cancellations, changes and other travel related concerns.
4. Respond to and resolve inquiries by active listening, identifying the customer's need and finding the best possible solution in alignment with our customer experience policy.
5. Support any upgrades in products and services.
6. Open and maintain customer accounts and case tracking of potential issues.
7. Effective handling of in-destination situations.
8. Positively patriciate in company events and team activities.
9. Open minded to continuous learning to improve our customer relationships.

What are we looking for?

• 1 year of travel industry experience.
• 3 years of customer service experience.
• Exceptional English verbal and written communication skills.
• Fluent with MS Windows and related computer applications.
• Customer Service Experience or customer service-oriented skills such as empathy and active listening.
• Proven skills in conflict resolution and out of the box thinking.
• Salesforce experience beneficial but not required.
• Demonstrated the ability to handle multiple priorities in a large, fast-paced and changing environment.
• Time management and organizational skills.

What can you expect from Goway?

Imagine working for a company where your career feels like an adventure. At Goway, you'll join a global community that supports one another:

• 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 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We're united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more