Customer Support Specialist – Travel & Hospitality Technology | Pasig City

Transcom Worldwide (Philippines), Inc. is looking for passionate and tech-savvy Customer Service Representatives to join our dynamic team in Pasig City. In this role, you will be the voice of a leading brand, delivering top-tier support to customers across a range of innovative consumer products. You’ll handle inquiries, troubleshoot concerns, and ensure every interaction reflects the quality and reliability the brand is known for—driving customer satisfaction, loyalty, and a seamless digital experience. What you'll be doing

• Handle inbound customer inquiries and complaints via phone, email, and chat
• Provide accurate and timely responses to customer questions and concerns
• Identify and resolve customer issues, and escalate complex cases as needed
• Maintain detailed records of customer interactions and document resolutions
• Contribute to the continuous improvement of customer service processes and procedures
• Adhere to company policies, procedures, and quality standards

What we're looking for

Experience in a customer-facing support role in tech (SaaS/Hotel tech) (ideally SaaS support or PMS / POS / payments support). Experience working in high-volume, queue-based environments (live chat, or similar real-time channels) with measurable KPIs. Comfortable working in multi-product, multi-system environments (e.g., PMS + payment gateway + channel manager). Comfortable working with/around AI-powered support tools (knowledge bots, suggested replies, etc.). Bonus points: Exposure to hospitality operations (front office, reservations, etc.). Excellent communication and interpersonal skills, with the ability to interact with customers in a professional and empathetic manner

• Strong problem-solving and decision-making abilities to effectively handle customer inquiries and concerns
• Proficient in using computer systems and customer relationship management (CRM) software
• Previous experience in a customer service or call centre environment is preferred
• Fluency in English and the ability to communicate effectively in a team environment
• Flexible and adaptable to work in a fast-paced, dynamic environment

Qualifications for a CSR Role

At least college level. Must be 18 years old and above. Must be willing to work onsite with a flexible schedule. At least 1 year experience in a customer-facing support role (BPO/Non-BPO)Should have technical skills (can read and write technical codes)

With experience in AI workflow

What we offer

• Competitive salary and performance-based bonuses
• Comprehensive health and wellness

benefits

• Opportunities for career development and growth
• Supportive and collaborative team environment
• Modern and comfortable work facilities

About us

Transcom Worldwide (Philippines), Inc. is a leading provider of customer experience solutions, specialising in customer service, technical support, and sales. With a global presence and a strong track record, we are committed to delivering exceptional service and creating lasting value for our clients and their customers. If you are passionate about providing top-notch customer service and want to be part of a dynamic and growing organisation, we encourage you to apply now.