Job Description

Customer Service Representative"Life is short - so work somewhere awesome!"Are you passionate about travel? Do you live and breathe exceptional customer service? If so, Liveware Labs might be the next destination in your journey.Introducing Liveware LabsA leader in outsourcing and offshoring solutions, our level of success comes from having some of the brightest, most dedicated and motivated people in the service industry working for us.And why do they want to work for us? Because we look after our staff and we lead the way with innovative ideas, cutting-edge technology and a customer-focused approach that can't be beaten.We're looking for a number of outstanding individuals to join us on this exciting journey in Manila.What would you do?Due to strong growth with one of our existing partners, an exciting opportunity has become available for an enthusiastic and dynamic Customer Service Representative to join our team.We pride ourselves on going above and beyond to exceed customer expectations and provide the highest levels of customer excellence.This opportunity would suit those with exceptional written English skills, who also have strong problem-solving skills and are driven to provide the utmost in customer excellence.The Customer Service Representative will be responsible for:

• Answer and manage inbound calls, live chats, emails and other channels of communication from global customers with a sense of urgency
• Develop strong relationships with new and existing customers
• Make and manage travel bookings including accommodation, flights, cruises, transfers, activities and attractions
• Manage amendments, cancellations, rebookings and refunds
• Sourcing products and services offline with Travel Partners if needed
• Effectively handle hotel relocations
• Handle flight schedule changes and cancellations using the appropriate GDS
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Provide travel product and service information clearly and succinctly
• Tackle complicated customer issues including complaints
• Find solutions relating to monetary disputes and provide refunds where appropriate
• Manage customer profiles and interactions by accurately using CRM systems
• Other duties as assigned

What do you offer?

• Minimum 1-year experience as a customer service consultant in the travel industry, preferably in a high volume contact centre environment
• Understanding of OTAs and hotel distribution companies
• A strong team player who effectively manages their time
• A passion for going above and beyond and exceeding our client's expectations
• Excellent attention to detail and high levels of accuracy
• An effective communicator with a wonderful phone manner
• Ability to successfully attend to tasks of some complexity with minimal supervision
• Ability to work under pressure to perform and reach individual and team KPIs
• Exceptional attention to detail
• Ability to effectively interact with all levels of management and employees
• Ability to handle and maintain strict confidentiality
• Excellent command of written and verbal English
• Intermediate proficiency with Microsoft Word, Excel and Outlook
• Willing to work a flexible schedule, including graveyards when requested
• Must possess and maintain regular and punctual attendance

What do we offer?You will be supported by the best team in the game and receive a competitive salary package as well as excellent mentoring and professional development opportunities. You will also be working in a collaborative and friendly team in an international environment.If this sounds like you, then we would like to hear from you.Job Type: Full-timeSchedule:

• 8 hour shift

Supplemental Pay:

• 13th month salary

Application Question(s):

• How many years of experience have you had in the Travel Industry?