CSR- Non Voice

24 hours ago

Bonifacio Global Metro Manila, Philippines Hexaware Technologies Phil. Branch Full time
Job Description (JD) – Non-Voice Travel Account
  • Role Overview: Handle customer inquiries related to travel bookings, reservations, cancellations, and itinerary changes through chat or email (non-voice support).

  • Key Responsibilities:

  • Assist customers with flight, hotel, and travel package bookings via chat/email.

  • Provide accurate information on travel policies, schedules, and pricing.
  • Process changes, cancellations, and refunds according to company guidelines.
  • Ensure high-quality customer service by resolving issues promptly and professionally.
  • Maintain records of customer interactions in CRM tools.
  • Collaborate with internal teams (operations, ticketing, escalation) to resolve complex cases.

  • Meet performance metrics such as response time, accuracy, and customer satisfaction scores.

  • Education: At least a high school diploma; college level or graduate preferred.

  • Experience: Minimum of 6 months in a BPO/Customer Service role (non-voice/chat/email support preferred).

  • Skills:

  • Strong written communication skills in English.

  • Basic knowledge of travel industry processes (flights, hotels, itineraries).
  • Proficiency in using computers, MS Office, and CRM tools.
  • Ability to multitask and manage multiple chat/email conversations simultaneously.
  • Good problem-solving and analytical skills.

  • Other Requirements:

  • Willingness to work in shifting schedules, weekends, and holidays.

  • Attention to detail and accuracy in handling travel data.
  • Customer-oriented mindset with patience and empathy.
  • Amenable to work onsite

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