Customer Success Representative

Job Type: Full Time

Location: Goway Travel Manila Office

Reporting to: Operations Manager

Goway Travel was founded in Toronto in 1970 by Bruce Hodge, a young Australian economist who moved to Canada to follow his dreams.

From there, we have established ourselves as a global influence with offices in Toronto, Vancouver, Los Angeles, Sydney, and Manila. While the travel industry endured major challenges, our strong foundations allowed Goway to forge ahead. We continually innovated, invested in new technology, and challenged the status quo.

Still owned and operated by Bruce, with the support of his leadership board, our mission has always been to help our clients realize their travel dreams. Today, we are an industry-leading, global travel company with over 600 employees. Our team of experts utilizes cutting-edge technology to tailor-make 4 and 5-star travel experiences in over 100 countries around the world.

At Goway Travel, we're not just a company; we're a family of dreamers and doers, inspired by our founder’s incredible journey. He didn't just follow a career path; he followed his heart, and in doing so, he built a company that helps others follow theirs.

If you’re passionate about travel and innovation, we invite you to be a part of our exciting journey!

The Role:

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.

Key Responsibilities:

• Respond to inquiries, resolve issues, and proactively anticipate customer needs via phone, email, and chat.

• Develop a deep understanding of customer needs and preferences to create personalized experiences.

• Assist customers with booking changes, cancellations, and other travel arrangements.

• Resolve customer concerns with empathy and efficiency.

• Maintain knowledge of destinations, airlines, hotels, and other travel providers.

• Leverage platforms such as HubSpot, Aircall, and Perseus to manage customer interactions and track performance.

• Collaborate with other team members to ensure a consistent and positive customer experience.

Skills and Qualifications:

• 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.

The Goway Advantage:

At Goway Travel, we’re more than just a company—we’re a close-knit family that values inclusivity, diversity, and innovation. Here, we don’t just work with ordinary travel packages, we connect globetrotters with some of the most exciting and unique destinations around the world.

We offer a competitive salary with added support incentives, and we believe in taking care of our team with paid personal days and birthdays off. Plus, we provide ongoing training to help you stay ahead in the industry, and a comprehensive health benefits package to ensure you’re well- supported.

You’ll also have the chance to grow within the company, working with diverse teams in different locations and building a rewarding career with us.

How to Apply:

If you want to be part of an innovative and results-oriented team and work alongside supportive and knowledgeable staff, we encourage you to apply to Goway today and help us deliver the world to the Globetrotters in our midst. Let’s grow together. Click Apply Now today

Please note: Goway Travel will never reach out to you on WhatsApp to proactively recruit you for any kind of work. We will also never ask you to create an account or install an app during recruitment. If you receive a message of this nature, please disregard and block the sender, and report it to Goway.

*All candidates will be afforded equal opportunity through the recruiting process, but please be advised that only those candidates selected for interviews will be contacted.

Please refer to job description.