
Customer Service Representative
3 days ago
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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