Customer Service Travel

1 day ago

Quezon City, National Capital Region, Philippines DISCOVER GROUP OF TRAVEL SERVICE INC. Full time

Job Description:

As a Customer Service Representative (ARM) 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.
  • 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.

Daily Summary Report:

  • Prepare a comprehensive summary report at the end of each day.
  • Include all endorsements made during the day, client concerns, and updates on refunds.
  • Send the summary report to the General Coordinator before the end of your shift.

Link Update and Daily Prod Update:

  • Monitor specific links provided, including DG Refund 2023, DG REFUND SUMMARY, and DISCOVER DAILY PROD REPORT 2023.
  • Request a proper meeting for endorsement to understand the purpose and usage of these links.

Follow-ups on Refund to the Head of Purchasing, Reservations and Finance Dept:

  • Utilize provided links for following up on refunds.
  • Ensure that 10 days before the scheduled refund, the status is checked and forwarded to the Finance department.
  • Perform a 2nd follow-up 5 days before the scheduled refund, and a 3rd follow-up 3 days before the refund, forwarding them to Finance accordingly.

Job Type: Full-time

Benefits:

  • Flexible schedule
  • Flextime
  • Paid training
  • Pay raise

Language:

  • English (Preferred)

Work Location: In person

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