Customer Service Representative

3 days ago

Quezon City, National Capital Region, Philippines DISCOVER GROUP OF TRAVEL SERVICE INC. Full time ₱104,000 - ₱130,878 per year

Job Description:

As a Customer Service Representative for our travel agency, you will be responsible for ensuring excellent customer service by promptly addressing client concerns and inquiries across various departments. Your primary tasks will include monitoring client messages, endorsing them to the appropriate department, following up on client cases, handling calls and texts, monitoring the agency's email, preparing daily summary reports, and managing refund-related tasks.

Key Tasks and Responsibilities:

Monitor Meta-Page:

● Continuously monitor the meta-page for client concerns related to

reservations, Visa, Sales, or Finance.

● Always acknowledge client messages and ensure proper endorsement to

the respective department.

● Request proper endorsement documentation when necessary.

Endorsements:

● Endorse client messages to the relevant department once acknowledged.

● Ensure the department responds to the client's concern in a timely manner.

● Coordinates with different departments who endorse client concerns with

you, acknowledging their concerns, and identifying the appropriate

department to address their needs.

Follow-ups:

● Regularly follow up with departments to ensure they have replied to clients

or resolved their cases.

● Maintain a recap of the status of client cases and update relevant parties as

Necessary.

Calls/Texts:

● Check and answer calls and texts promptly from the three (3) customer

service phones

● Address and acknowledge client concerns during phone calls, providing

assistance or directing them to the appropriate department.

● Provide a written summary of client concern and/or if applicable, the

resolutions you have made for proper documentation.

Refund-related Calls:

● Note that refund-related calls have been handled by the CS Head and the

CS officer.

● If required, explain the process of undertaking, quit-claim forms, and release

process to clients during calls

● Schedule a proper meeting for endorsing the explanation of these forms and

applicable processes.

● Provide a written summary of the client's case proceeding and constantly

coordinate with the CS head for updates.

Job Type: Full-time

Pay: From Php695.00 per day

Benefits:

  • Additional leave
  • Health insurance
  • Paid training
  • Staff meals provided

Experience:

  • Customer service: 1 year (Preferred)

Work Location: In person

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