Customer Service Representative – Travel & Hospitality

About the role

We are a fast‑growing BPO specializing in travel and hospitality, supporting global airlines, hotels and booking platforms. As a Customer Service Representative you will deliver premium, 24/7 assistance to travelers, handling inquiries across phone, chat and email.

Key responsibilities

• Respond to inbound and outbound customer contacts, resolving booking, cancellation, upgrade and policy queries.
• Proactively suggest itinerary changes, loyalty rewards and service recovery options to retain high‑value travelers.
• Collaborate with fulfillment, finance and supplier teams to manage complex disruptions, refunds and re‑bookings.
• Maintain service level agreements across multiple channels while ensuring accurate documentation.

Required profile

• High school diploma or equivalent with at least 12 months of GDS experience.
• Fluent English (written and spoken) with a neutral accent.
• Previous experience in customer service for travel, hospitality or airline environments.
• Strong problem‑solving and conflict‑resolution abilities.

Required skills

• Hands‑on experience with GDS platforms such as Amadeus, Sabre or Galileo.
• Ability to multitask across phone, chat and email under time‑sensitive SLAs.
• Familiarity with loyalty programmes and basic knowledge of visa and travel‑insurance requirements (preferred).

What we offer

• Competitive salary with performance bonuses and travel perks.
• On‑site ergonomic workstations, free meals and wellness programs.
• Clear career path toward team‑lead, training or quality‑assurance roles.