Customer Support Specialist
New
P
Purely Optimal Inc.Travel Hospitality
Philippines. Mexico. Guatemala. Nairobi, Nairobi County, Kenya. Colombia, 8:00 AM to 5:00 PM Eastern Standard Time (EST)Full-TimeMiddle
Salary200 - 500 USD per month
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Job Details
- Languages
- English
- Experience
- 1–2+ years
- Required Skills
- Problem SolvingCRM
Requirements
- Travel industry experience (OTA, travel agency, airline, hotel, or booking platform).
- Excellent written and spoken English.
- 1–2+ years in customer or member support, ideally email-based or ticketing.
- Strong writing instincts for clear communication.
- Calm and empathetic under pressure with a solutions-first mindset.
- Organized and detail-oriented.
- Tech-comfortable with helpdesk, CRM, and booking tools.
- Reliable internet connection and a quiet, professional remote workspace.
Responsibilities
- Handle email inquiries as the core of the role, triage the inbox, prioritize, and resolve member tickets with clear, accurate, friendly replies.
- Support members across channels, email, live chat, and occasional phone, on bookings, cancellations, modifications, membership, and billing questions.
- Guide members through the platform and resolve issues at first contact wherever possible.
- Verify identity and handle account details securely, following member verification and data-handling procedures.
- Coordinate with operations and suppliers to resolve at-property or booking issues, and escalate the right cases at the right time.
- Keep canned responses and help content sharp so common questions get fast, consistent answers.
- Spot patterns in recurring issues and flag them to the operations team so we fix root causes, not just tickets.
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