Travel Customer Success Representative I

TRAVEL CUSTOMER SUCCESS REPRESENTATIVE I

Job Type: Full Time
Location: Goway Travel Manila Office
Reporting to: Operations Manager
Role Type: Replacement
Salary: Php 25,000

Job purpose:
This position requires a highly skilled and experienced professional to provide exceptional customer service within the travel industry. The Travel Customer Success Representative will be responsible for managing customer relationships, resolving inquiries and issues, and ensuring a positive customer experience throughout the travel process. This role demands strong communication, problem-solving, and organizational skills, as well as proficiency in relevant CRM and communication technologies. The successful candidate will possess a deep understanding of the travel industry and a commitment to delivering outstanding service.

What will be your key responsibilities?

1. Respond to inquiries, resolve issues, and proactively anticipate customer needs via phone, email, and chat.
2. Develop a deep understanding of customer needs and preferences to create personalized experiences.
3. Assist customers with booking changes, cancellations, and other travel arrangements.
4. Resolve customer concerns with empathy and efficiency.
5. Maintain knowledge of destinations, airlines, hotels, and other travel providers.
6. Leverage platforms such as HubSpot, Aircall, and Perseus to manage customer interactions and track performance.
7. Collaborate with other team members to ensure a consistent and positive customer experience.

What are we looking for?

• 2-3 years of experience in BPO Travel Account: Proven track record of providing exceptional customer service in the travel industry.
• Strong communication skills: Excellent written and verbal communication skills, with the ability to adapt to different communication styles.
• Problem-solving skills: Ability to identify and resolve customer issues effectively and efficiently.
• Organizational skills: Ability to manage multiple tasks and priorities effectively.
• Technical proficiency: Experience with CRM platforms (HubSpot is a plus), communication tools (Aircall is a plus), and travel booking systems (Perseus is a plus).
• Passion for travel: Genuine interest in the travel industry and a desire to create memorable experiences for customers.
• Bachelor’s degree or equivalent experience in travel, business, or a related field.

What can you expect from Goway?
Imagine working for a company where your career feels like an adventure. At Goway, you’ll join a global community that supports one another:

• We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.
• Your future matters to us, so we match your RRSP contributions and provide comprehensive medical, dental, and vision coverage.
• Our commitment to professional growth means you’ll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.
• Travel is in our DNA, so you’ll enjoy exclusive perks and discounts on worldwide getaways.
• Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you’ll collaborate across cultures and shape a career path that reflects your ambitions.
• Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant’s interest. Please be advised that only those selected for an interview will be contacted.

How to Apply:

If this role feels like your next step, click "Apply Now" to create your profile, upload your CV, and share a few details about yourself. Our talent team reviews every application, and if your experience aligns with our needs, we will reach out to set up the next step.

AI Screening Disclosure
To help us fairly and efficiently review applications, we use an automated screening process to assess responses to pre-determined questions. This initial step ensures all candidates are evaluated consistently. Qualified applicants will be reviewed by our recruitment team for further consideration.

Additional Notes
Goway Travel Ltd will retain applications, notifications, and records related to this posting for three years, reflecting our commitment to fair and equitable hiring practices.

Recruitment scams & fraud warning:
Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature, please ignore it and report it to Goway.

About Goway
Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We’re united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more at goway.com