Overview
Customer Service Supervisor Jobs in National Capital Region, Philippines at SOFRA
Title: Customer Service Supervisor
Company: SOFRA
Location: National Capital Region, Philippines
CUSTOMER SERVICE & E-COMMERCE SUPERVISOR – SOFRA (Philippines)
SOFRA is a family office present in the fields of real estate, hospitality, as well as culture and tourism.
Its real estate branch is made up of small and medium-sized premises, totaling more than 32,000 m² of rental area, dealt to professionals.
Its subsidiary, the company Kléber Rossillon, makes the SOFRA group the second French private player in the management of historical and cultural sites. To date, the company manages 12 exceptional sites such as the Château de Castelnaud or the Musée de Montmartre, which represent 2.5M visits per year.
Its hotel activity includes 24 hotels classified 2, 3 and 4 stars as well as 3 restaurants, which the Group owns and manages directly.
In order to complete the hospitality sales team, we are looking for a Customer Service & E-Commerce Supervisor for the hotels on a permanent contract who is fluent in English. This is a remote job based in the Philippines. Passionate about the hotel industry, you want to join a new team and support the success of the group.
Your main tasks:
- Guest Experience & Customer Service Excellence
- OTA Content Management & B2B/B2C Digital Présence
- Online Reputation & Review Management
- Reservation Support & Guest Communications
- Brand Standards Alignment & Content Accuracy
- Cross-Property Coordination
- Reporting, Compliance & Administrative Suppor
These responsibilities may evolve according to the company’s needs.
Job Summary:
The Customer Service Supervisor – Guest Experience & OTA Content Management is
responsible for ensuring exceptional guest service standards and maintaining accurate,
engaging, and brand-compliant content across all Online Travel Agency (OTA) platforms and
digital channels for SOFRA Hospitality properties.
The role serves as the primary coordinator between hotel operations, sales and marketing
teams, and OTA partners to optimize property visibility, guest engagement, and online
reputation. The position oversees guest communication processes, online review
management, content updates, and service quality initiatives while supporting commercial
objectives through improved guest satisfaction and digital presentation.
This role does not manage OTA pricing, inventory allocation, or revenue management
functions.
This position requires strong communication skills, attention to detail, customer-centric
thinking, digital platform knowledge, and the ability to coordinate multiple stakeholders
across various hospitality properties.
This list is indicative and not intended to be exhaustive.
You must have:
- Oral and written fluency in English
- Strong know how on OTAs extranet
- Proficiency in Microsoft Office Suite, particularly Excel, Word, PowerPoint, & Outlook
- Familiarity with Property Management Systems (PMS)
- Experience using CRM and guest communications platforms
- Knowledge of review management tools and hospitality reporting systems
- Understanding of website content management and digital asset management systems
Recruitment process:
- Pre-qualifying interview by telephone – Responsable Ressources Humaines Equipe Philippine
- Final interview by video call with the Director of Sales & Marketing
Industry
- Hospitality
Employment Type
Full-time / Permanent position
Salary according to profile
Location and Schedule: Work from home. 1:00pm to 9:00pm Philippine Standard Time Monday to Friday.
