Travel Customer Service

7 days ago

Quezon City, National Capital Region, Philippines Discover Group of Travel Services Inc. Full time

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.
  • Coordinate with Customer Service (CS) when departments endorse clients to 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 customer service phones.
  • Address and acknowledge client concerns during phone calls, providing assistance or directing them to the appropriate department.

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 and quit-claim forms to clients during calls.
  • Schedule a proper meeting for endorsing the explanation of these forms.

Monitor TravelDesk Email:

  • Regularly check the agency's TravelDesk email account.
  • Verify if clients have submitted undertaking forms or quit claim forms with signatures.
  • Coordinate with the reservations team for handling such cases.

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