Customer Service

Customer Success and Operations Specialist

Job Type: Full Time

Location: Goway Travel Manila Office

Reporting to: Operations Manager

Job purpose:

We are looking for a detail-oriented and customer-focused professional to provide exceptional support to travelers before, during, and after their trips. This role involves responding to inquiries, coordinating with suppliers, resolving issues, and ensuring a smooth travel experience. You will also assist with operational tasks such as itinerary updates, reservations, and trip logistics.

What will be your key responsibilities?

• Assist travelers via phone, email, and chat, prioritizing urgent matters.
• Work with suppliers to address client requests and resolve on-tour issues.
• Provide trip updates and follow-ups at key points before, during, and after travel.
• Ensure reservations and itineraries are accurate and complete.
• Manage travel documents, passenger information, and feedback collection.
• Communicate itinerary changes and ensure client satisfaction.
• Collaborate with internal teams to improve travel experiences.

What are we looking for?

• Strong customer service and problem-solving skills.
• Excellent verbal and written communication.
• Ability to multitask and manage priorities effectively.
• Experience in the travel industry or a related field preferred.
• Proficiency in Microsoft Office and the ability to learn new systems.
• Calm and professional demeanor in high-pressure situations.
• Bachelor's degree or equivalent experience in travel, business, or a related field.

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