Job description
Join Logix BPO as a Customer Service Representative for a dynamic travel account and build a rewarding career in Cebu City. In this role, you will be the first point of contact for travelers, handling inquiries, bookings, and concerns with professionalism and care. You’ll resolve issues efficiently, provide accurate information, and identify upsell opportunities that enhance traveler experiences while supporting the company’s revenue goals. We’re looking for motivated individuals who excel in fast-paced environments and are passionate about delivering exceptional customer service.
Why Logix BPO? You’ll join a collaborative team in a growth-oriented BPO that values ongoing training, career progression, and a supportive work culture. Expect competitive compensation, HMO coverage, performance bonuses, and a strong emphasis on work-life balance. If you’re fluent in English, quick to learn new tools, and thrive on helping customers find solutions, this is the role for you.
Key Responsibilities
- Provide courteous and effective assistance to customers via phone, chat, or email for a travel-related account.
- Handle inquiries, bookings, changes, cancellations, and billing questions with accuracy and empathy.
- Resolve complaints and escalate complex issues to appropriate teams while maintaining professional composure.
- Identify upsell opportunities and offer relevant add-ons to enhance traveler experiences and revenue.
- Maintain up-to-date product knowledge, policies, and procedures to ensure first contact resolution.
- Document interactions and update customer records in the CRM system with precision.
- Meet or exceed performance metrics, including quality scores, average handling time, and customer satisfaction.
- Collaborate with team members and other departments to ensure seamless service delivery.
Responsibility
- Provide courteous and effective assistance to customers via phone, chat, or email for a travel-related account.
- Handle inquiries, bookings, changes, cancellations, and billing questions with accuracy and empathy.
- Resolve complaints and escalate complex issues to appropriate teams while maintaining professional composure.
- Identify upsell opportunities and offer relevant add-ons to enhance traveler experiences and revenue.
- Maintain up-to-date product knowledge, policies, and procedures to ensure first contact resolution.
- Document interactions and update customer records in the CRM system with precision.
- Meet or exceed performance metrics, including quality scores, average handling time, and customer satisfaction.
- Collaborate with team members and other departments to ensure seamless service delivery.
Qualification
- High school diploma or equivalent; bachelor's degree is a plus.
- Proven experience in customer service, preferably in a BPO or travel-related role.
- Excellent written and verbal English communication skills.
- Strong problem-solving and multitasking abilities with a customer-first mindset.
- Proficiency with CRM software and MS Office; ability to learn new tools quickly.
- Ability to work in Cebu City or as per company site requirements; willingness to work different shifts.
- Positive attitude, resilience, and a commitment to delivering high-quality service.
- Attention to detail and accuracy in data entry and record-keeping.