Customer Service Specialist

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Office location: Tarlac City, Philippines

Job Summary:

We are seeking a customer service representative who is a graduate or a working student with a strong background in hospitality/tourism.

He/she will be responsible for providing exceptional customer service to guests and hosts of our vacation rental platform.

The successful candidate will be able to effectively troubleshoot and resolve a wide range of customer inquiries via phone, email, and Airbnb messaging. They will also work closely with other teams to identify and escalate technical issues.

Requirements:

  • Relevant work experience OR educational background: The candidate should have either at least 1 year of experience in customer service (preferably in a related area such as hospitality or tourism) or a bachelor's degree in a related field such as hospitality, or communications.

  • Fluency in English: The candidate must be fluent in both written and spoken English as they will be interacting with English-speaking guests, hosts, and other team members.

  • Technical aptitude: The candidate must have a basic understanding of computer systems, internet technologies, and web-based applications. Experience using customer service software or CRMs is a plus.

  • Availability to work flexible schedules: The candidate should be willing to work on a rotating schedule, including weekends and holidays, as customer support is a 24/7 operation.

  • Strong interpersonal skills: The candidate should have excellent communication and interpersonal skills, with the ability to remain calm and professional when handling challenging situations such as an irate customer.

  • Ability to work independently: The candidate should be a responsible self-starter who is able to work independently with minimal supervision.

  • Amenable to work in the office: The candidate must be able to commute to the Tarlac City Office.

  • The candidate must be able to provide any of these IDs (i.e. passport and driver’s license) and open a bank account that can receive a salary through Wise.com, should they be successfully hired by the company.

Roles & Responsibilities:

  •  Provide prompt and courteous customer support via phone, email, and Airbnb messaging.

  • Coordinate with the local team to resolve guest issues.

  • Perform administrative tasks such as data entry, documentation of claims, and creating service tickets.

  • Manage guest requests for early check-in and late check-out.

  • Maintain clear and organized communication in the Airbnb and inquiry inboxes.

  • Prepare daily and transition reports to communicate ongoing issues to the team.

Job Perks:

  • Holiday & double pay

  • Accumulated vacation leave

  • 13th-month pay (full-time employees only)

Note:

This is a part-time to a full-time position with flexible working hours.

A survey is required prior to submitting an application form. We will only consider applicants that have completed the survey & application form.

There is no right or wrong answer for taking the survey, it helps us better understand how to best work with you. This survey is available in 35 different languages. Please be sure to select your native language.

We look forward to hearing from you!