Overview
Customer Service Administrator/Executive Jobs in National Capital Region, Philippines at Inspira Holding
Title: Customer Service Administrator/Executive
Company: Inspira Holding
Location: National Capital Region, Philippines
Company Description
Inspira Holding specializes in delivering innovative travel loyalty solutions and tailored services to businesses across various sectors, including sports, aviation, hospitality, retail, and more. Over the past decade, we have empowered organizations worldwide by enhancing member engagement and streamlining their operations. Through our comprehensive suite of loyalty, marketing, and management solutions, we help businesses build stronger connections with their customers. Backed by a global team of diverse professionals, Inspira is dedicated to driving growth, success, and exceptional value for partners and their members.
Role Description
We are looking for a highly organized and detail-oriented individual to join our team as a Customer Service Administrator/Executive. This role is responsible for supporting booking operations across multiple travel products, ensuring accuracy, prompt resolution of issues, and efficient handling of customer and supplier interactions.
Key Responsibilities:
- Manage and process Booking Reconciliation and HCN Verification for Inspira Hotels and Inspira Weeks.
- Manually handle booking issues such as: Booking failures or uncaptured payment transactions, Negative bookings, Mapping issues and Cancellation failures across various travel services including hotels, resorts, flights, car rentals, transfers, and activities.
- Conduct yield management by analyzing booking pricing and rebooking with suppliers using original booking details.
- Review and process daily rebooking of refundable reservations.
- Monitor and maintain Negative Bookings and Rebooking Reports.
- Coordinate and follow up with suppliers to resolve customer service complaints and booking issues within agreed timelines.
- Ensure internal tools such as databases, activity logs, and Trello boards are updated regularly with accurate information.
- Respond to customer queries via phone, email, or chat, ensuring prompt and satisfactory resolutions.
- Conduct quality checks of daily calls and chats; recommend improvements to boost customer satisfaction and communication quality.
- Liaise with outsourced service teams and support the VP of Customer Service with performance reviews and KPI tracking.
- Create and implement new strategies for improving administrative task efficiency.
- Share real-world client scenarios and solutions with the team to improve knowledge and preparedness.
- Flag any booking anomalies or system-related issues to all relevant stakeholders.
- Assist in configuring systems/tools for provider and internal team communications.
- Collaborate with other departments to resolve booking-related admin concerns.
- Follow up with customers to confirm issue resolution, when necessary.
- Gather and relay customer feedback to management and stakeholders.
- Provide direct support to the VP of Customer Service as needed.
- Perform any other tasks assigned by superiors.
Qualifications
Education & Experience:
- Bachelor’s degree in Tourism, Hospitality, Business Administration, or a related field preferred.
- Work experience in BPO with good English Communication Skills
- Experience in travel operations, reservations, or a related field in the travel industry.
- Experience working with global suppliers or B2B travel platforms is a strong advantage.
- Living within Metro Manila and the surrounding area
- Has an existing Work from Home Setup and is willing to be self-employed
Skills & Competencies:
- Team player
- Independent and resourceful
- Good communicator
- Updated with CRMs, AI Tools and other automated process programs.
- Strong attention to detail and accuracy in handling booking-related transactions.
- Understanding of travel industry systems and processes (e.g., GDS, OTA platforms, supplier extranets) is an advantage.
- Excellent analytical and problem-solving skills, particularly in yield or pricing strategies.
- Strong written and verbal communication skills in English.
- Proficient in Microsoft Office Suite (Excel, Outlook) and project management tools like Trello or similar platforms.
- Customer-centric mindset with the ability to handle complaints and inquiries professionally and empathetically.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Strong organizational skills and commitment to meeting deadlines.
Preferred Attributes:
- Familiarity with hotel contract management and inventory mapping.
- Knowledge of booking reconciliation tools and processes.
- Ability to work both independently and collaboratively within a cross-functional team.
