Customer Support Associate

About Us

As a market leader in Business Process Optimization and IT services for over 20 years, Canon Business Services Centre Philippines helps organizations optimize, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

When you join Canon Business Services Centre, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success.

About the account:

TourRadar is a leading online platform for booking guided tours, offering a wide range of travel experiences across the globe. We connect travelers with tour operators, providing the opportunity to explore diverse destinations, from iconic cities to remote adventures. Whether it's hiking through mountain ranges, indulging in culinary tours, or embarking on a wildlife safari, TourRadar helps travelers discover their dream destinations with ease and confidence. Our platform allows users to compare tours, read reviews, and book memorable trips all in one place.

At TourRadar, you’ll have the opportunity to share your love of adventure with others, work with a global team, and be a part of an industry that inspires curiosity and exploration.

About The Role

The Customer Service Administrator will support inbound/outbound calls, chat and email transactions.

The role will be assigned the following responsibilities:

Customer Service

• Customer Support via Live Chat
• Customer Support via Email
• Customer Support via inbound and outbound calls
• Back-end administrative task support for Customers
• Support team to ensure swift resolution to customer issues
• Ensure all client KPIs and SLAs are met on a timely manner
• Co-ordinate reporting to customer and local leaders and ensure accurate and on time delivery of reports to clients
• Perpetuate a positive, proactive, team-based culture within the team through regular and effective communication
  
  

Continuous Improvement

• Instill and lead with Client Values and Behaviours.
• Embrace training and development opportunities to continually improve industry, product, and service knowledge.
• Contribute to building a strong team ethos that facilitates continuous improvement and the creation of a high-performance culture.
• Participate in forums to generate ideas and suggestions for improvement and help test those improvements in your work area.
• In addition to having good knowledge and skills in your own area, use an appreciation of how your performance impacts customers and their wider business processes to guide your work activities.
  
  

Qualifications

• College/Bachelor’s Degree in a related discipline or equivalent
• 1-2 years’ experience related to customer service and travel assistance.
• Exceptional oral and written communication skills. Must be fluent in English.
• Quick Navigation Ability, Web Savvy, Coordinating experience
• Multitasking: Ability to Toggle Between Screens/Tools
• Familiarity with tech systems such as CRM tools, Twilio, Confluence, and Slack