Job Description: Travel and Hospitality Associate (International Voice Account)

As a Travel and Hospitality Associate, you will serve as the primary point of contact for international customers seeking assistance with their travel plans, bookings, accommodations, and itinerary inquiries. Operating in a fast-paced voice channel, you will deliver exceptional customer service, resolve travel-related issues efficiently, and ensure a seamless and pleasant experience for every traveler.

Key Responsibilities

• Customer Support: Handle incoming international voice calls from customers regarding travel reservations, ticket modifications, cancellations, and general hospitality inquiries.
• Problem Resolution: Navigate multiple systems and booking platforms to troubleshoot and resolve issues promptly and accurately.
• Quality Assurance: Maintain high standards of customer satisfaction by adhering to communication guidelines, empathy, and professional etiquette.
• Process Adherence: Stay up-to-date with travel policies, airline/hotel guidelines, and account-specific procedures to provide accurate information.

Qualifications & Requirements

• BPO Experience: Minimum of 6 months of continuous BPO experience, specifically handling a Travel account.
• Language Proficiency: Good English communication skills with a required CEFR Score of B2.
• Non-BPO Experience: No prior non-BPO work experience required.
• Education: High School Graduate (old curriculum) or Senior High School Graduate.
• Channel & Function: Experienced in international voice customer service.